Changes we are making
Working with staff and customers, we have developed a framework to guide our transformation towards realising our vision. Highland Council's vision is to become more customer-focused, making it easy for customers to contact us and keeping them informed about their enquiries. Our 'Framework for Success' places customer needs at the centre of every change, ensuring we improve every point of customer interaction.
This Framework of Success is to be applied uniformly across Highland Council, enabling all customers to receive a consistent and high-quality experience. It will be implemented through our Delivery Plan, Redesign Board, and the My Council Programme. The Framework aligns with other corporate strategies, including the Digital Strategy and the Information and Data Strategy.
My Council Programme
The My Council Programme, embedded within our Delivery Plan, aims to ensure that all customers experience an inclusive, customer-focused journey regardless of how they contact us. It is a key component in delivering our improved customer experience and focuses on:
- redesigning the Council's website
- improving the telephony system
- reviewing our Customer Relationship Management (CRM) system
- delivering an online customer portal and account
- implementing our Customer Charter and Customer Relationship Policy
- establishing public customer service standards
Through Council Redesign and the Delivery Plan, services will be redesigned in line with this Strategy to ensure a customer-centred approach. This will include:
- prioritising self-service options during redesign
- focusing on customer-centred processes
- incorporating customer requests and feedback into service processes, including how updates are communicated
- utilising tools developed through the My Council programme, such as the online customer portal and account, to facilitate self-service
- using customer feedback to inform redesign efforts