Issue - meetings

To note and endorse the steps being taken to embed the Customer Service Policy across Kent County Council and improve customer service to residents and service users

The Committee received a report providing an update on the operation of the Council’s Customer Service Policy.

Miss Susan Carey, Cabinet Member for Commercial and Traded Services, introduced the report.  She said the policy encompassed the three principles of good customer service:

·         Principle 1: Delivering Quality

·         Principle 2: Customer Focused Services

·         Principle 3: Intelligent Commissioning.

She said the report set out how these principles were being delivered.

Amanda Beer, Corporate Director Engagement, Organisation Design and Development, highlighted some of the main activities that had been undertaken such as: the establishment of a Customer Feedback Forum; improved access to services and to information about services; the agreement of priorities for digital transformation; and the emphasis on continuous improvement through customer feedback.

The matter was discussed by the Committee and the following comments were made, questions raised and responses received:

      i.        It was important that the emphasis on digital transformation did not exclude those without access to, or skills to utilise, the internet.

    ii.        That training for staff to enable positive conversations with customers making complaints was welcomed.

   iii.        That work was being undertaken to identify the simplest and quickest ways for members of the public to report issues, such as potholes.

It was RESOLVED that the report be noted.