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Customer Services Strategy

Published, 08/03/2017

Flintshire County Council's Cabinet will be asked to adopt a new Customer Service Strategy when it next meets on 14 March.

This strategy is closely aligned to the Digital Strategy which was approved at last month's meeting and looks at how the Council will deliver services to its customers in the most modern and efficient way.

The strategy is structured around the following three workstreams:

1. Face to face – delivered through the Council's Connects Centres across the County.
2. Telephone – opportunity to develop contact centre working which will maximise efficient use of staff resources and will aim to resolve customer enquiries effectively at the first point of contact.
3. Digital – embracing digital services can save money, improve accessibility of services for the majority of residents and free up resource to support the most vulnerable customers.

Flintshire County Council's Cabinet Member for Corporate Management, Councillor Billy Mullin, said:

"The Council's future service delivery must be focused on simplifying the way customers access services, understanding their journey with the council, giving customers control over the services they use, listening to and responding to feedback. Services which can be delivered digitally will be developed, allowing expensive resources to be focused on those services which cannot be delivered digitally to support the most vulnerable customers."

The proposed Customer Service Strategy complements the Customer Service Policy which describes what customers can expect when they contact the Council face to face, over the telephone or digitally. The implementation of this strategy will involve ongoing review of the Customer Service Policy and changes will be made based on the needs of customers.


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