Decision details

Customer Experience Strategy 2021-2024

Decision Maker: Executive

Decision status: Recommendations Approved

Is Key decision?: Yes

Is subject to call in?: Yes


To approve the Customer Experience Strategy 2021-2024




      i.        the Customer Experience Strategy 2021 2024 is approved.


     ii.        the outline work programme included in the Strategy is agreed.


    iii.        the governance arrangements proposed in paragraph of the Executive Director:Delivery’s report are agreed.

Reasons for the decision:

      i.        A clear direction for Customer Experience is important for the Council, to ensure the work of the Customer Experience department continues to contribute effectively to the strategic objectives of the Council, and the ongoing satisfaction of residents with the services the organisation provides.


     ii.        The work programme is reasonably well defined for the first year of delivery.

However, beyond that timeframe, it is difficult to predict exactly what projects will be needed, as this environment continues to evolve.


    iii.        Governance of the strategy will be managed through existing structures. Progress on the delivery of the strategy will be managed through the Ways of Working User Panel, which will meet monthly. Half-yearly progress reports will be taken to CMT, and annual reports to the Executive. The annual review by the Executive will also approve the work programme for the following year.

Alternative options considered:

Continue operating “business as usual” but without any review of the strategic

direction. This approach risks missing opportunities, or the work of the Customer

Experience department being focused in areas that do not meet the Council’s

strategic objectives.

Interests and Nature of Interests Declared:


Reason Key: Affects more than 1 ward;

Wards Affected: (All Wards);

Financial Impact: An action plan to deliver the strategy will be developed during its lifetime. The financial impact of each project will be assessed as part of project initiation. The aim of the strategy will be to maintain or reduce expenditure.

Declarations: None

Subject to Urgent Proceedings: No

Making Representations: In writing to the Executive Director: Delivery

Other reasons / organisations consulted

Workshops to develop the strategy.


Elected Members and Council Officers.

Contact: Bobby Mulheir, Assistant Director: Customer Experience, Digital & IT Email: Tel: 01344 352096.

Report author: Bobby Mulheir

Publication date: 26/01/2021

Date of decision: 26/01/2021

Decided at meeting: 26/01/2021 - Executive

Effective from: 03/02/2021

Accompanying Documents: