Customer Contact Channel Strategy
To receive an update on progress in delivering the Council’s Customer Contact Channel Strategy. Bobby Mulheir, Chief Officer: Customer Services will be present.
Minutes:
The Chief Officer: Customer Services gave a presentation on the Customer Contact Channel Strategy which had been approved by the Executive in May. She also tabled a summary of work completed, in progress and to begin in order to implement the Action Plan.
She reported that the overarching aims of the Strategy were:
· To review inbound customer contact and to develop and implement a channel strategy so that customers are encouraged, where appropriate, to make maximum use of online services.
· To realise the potential of outbound proactive communication to promote services, maximise income and reduce inbound “avoidable” contact.
· To take advantage of existing and emerging technologies to support customer service delivery.
· To provide quality customer services which are cost efficient and value for money.
Arising from Members’ questions and comments, the following points were noted:
Members congratulated the Web Team on the new website layout.
Members were invited to visit the Customer Contact Centre to find out more about the inquiries received and the service provided.
The Commission thanked the Chief Officer: Customer Services for her presentation.