Issue - meetings

The Head of Information, Customer and Parking Services submitted a report providing an outline of the steps that were required to define the Council’s Customer Service Strategy for 2014 – 2020.  The report also presented proposals for Member involvement.

Members were advised that the Council’s current strategy had been approved in 2008 for a period of 4 years and the Authority needed to update this strategy to drive the approach of the Council in terms of service provision and delivery over the next 5 years.

The Head of Information, Customer and Parking Services detailed the outcomes of current strategy.  Members were given an overview of strategic planning for service delivery and the Head stated that the Customer Services Strategy would set the Council’s strategic goals and would shape future decisions regarding the services provided by the Authority.

The Chairman reminded Members of two Member consultation workshops.  The first had been arranged for 6.30 pm at Wallfields on 4 September 2014 and the second would take place at 1.30 pm at Charringtons House, Bishop’s Stortford on 9 September 2014.

In response to a query from Councillor J Wing, the Head of Information, Customer and Parking Services advised that the Council’s “Here to Help” programme included encouraging Officers to signpost customers on the phone to the right person or find the appropriate phone number.  The Director of Finance and Support Services commented that the Customer Services Strategy was particularly important in the context of the Council’s role as a community leader.

The Head of Information, Customer and Parking Services advised that the strategy would guide the Authority regarding the best ways to deliver services to suit the residents of East Herts.  The strategy would also assist with delivering services dynamically for residents.  The Committee received the report.

RESOLVED – that the approach to define the Council’s Customer Service Strategy for 2014 – 2020 be noted and endorsed.