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Customer Service Strategy 2009 – 2012
The Highland Council is committed to delivering excellent Customer Services. The Strategy (PDF 660kB) is aligned with “Strengthening the Highlands - Programme for the Highlands 2009 - 2011”, the Single Outcome Agreement, and the Council’s Corporate Plan. It will ensure that the Council fulfils its duty to deliver Best Value by the delivery of effective and efficient front line Customer Services. The Strategy also takes account of the Scottish Government’s Customer First Programme and by the Council’s own Corporate Improvement Programme.
The Strategy outlines how the Council will put the citizen at the centre of service delivery to ensure an enhanced service experience, increasing choice for customers as to where they access services, when they access services and how they access services. It will also ensure that the Council continues to provide services which are consistent, professional and co-ordinated to ensure the customer is satisfied at the first point of contact.
To achieve these aims the Council will, via the Corporate Improvement Programme, identify and develop opportunities for the enhancement of the Customer Services Network in the delivery of front line services. As part of this work the Council will introduce more online facilities and self service opportunities, allowing customers to carry out routine tasks without requiring any interaction with a representative of the Council. This will enable The
Highland Council to realise efficiencies and reinvest financial and time releasing savings in future developments.
As part of the development of the Strategy the Council will review its systems and technologies to ensure that systems enable and underpin the business in the most effective and innovative way possible. The Council will invest in training and development to ensure that Customer Service staff have the relevant skills and training to deliver excellent Customer Service.
The Council will continue to build and develop it’s partnerships to deliver improved access to public services. It will become more convenient, easier and quicker for citizens to interact with the Council and all citizens will have equal access to the services they need.
The Council will continue to be responsive to customers proactively engaging with them to seek their views via the public performance survey to provide a range of benefits, entitlements and services that can be delivered at the first point of contact.
This Strategy will continue the investment and modernisation work which has taken place to date within Customer Services and will ensure that the Council meets the needs of all of the people who live, work and visit the Highlands.