draft customer engagement strategy and customer service...
Post on 11-Aug-2020
8 Views
Preview:
TRANSCRIPT
Draft Customer Engagement Strategy and Customer Service
Charter www.consultationhub.edinburgh.gov.uk
1
Transformational Change Programme • Council’s
overarching approach to change
• Channel shift is a key priorities
• Moving customers from direct contact to online and social media
2
Planning and Building Standards – our customers
• Diverse range of customers competing for our services
• Phone calls and email are main ways of contacting us
• Volumes unsustainable in the long term
3
Customer Surveys and Informal Feedback • Agents want more face to face contact for small building warrant
applications; • More information on when officers are available for meetings /
inspections; • Quicker response times; • Online forms would allow information to be gathered more easily; • Inconsistency of advice is a problem; • Online building warrant submissions should be the same as for
planning; • Planning help desk phone not being answered; • Online planning guidance not easy to find; and • Improved communication skills required
4
Consulting our Customers
• Use of Council’s Consultation Hub
• Refreshing the Edinburgh Planning Concordat
• More innovative approach to consulting on development plans
• Bespoke consultation meeting the needs of communities
5
Changing our Customer Contact Channels NOW • Phone • Face to face • Email • Website • Letters • Webcasting • Public meetings • Planning Blog • Twitter • Documents • Councillors/MSPs
FUTURE • Enhanced website with
knowledge base functionality • Social media • Online enquiry forms • Phone calls via Customer
Contact Centre • Face to face meetings for major
and complex planning applications
• Consultation Hub • Mobile ‘apps’ and interactive
development plans
6
Enhanced online services
7
Draft engagement strategy – key messages
8
• Key message 1: How we will consult • Key message 2: How we will communicate • Key message 3: Planning information and
records
• Key message 4: Customer journey of the future
A new Customer Charter
• What the customer can expect • Service standards • Performance targets • Information requests • Complaints
9
Draft customer service charter – key messages
10
• Key message 1: Greater use of online channels for contact • Key message 2: More online ways to get involved in development
proposals • Key message 3: Pre-application consultation on major
developments • Key message 4: Planning application notifications • Key message 5: What to expect when commenting on an
application • Key message 6: Building warrant application checks • Key message 7: Seeking planning advice via an online form • Key message 8: Requests for information will be pointed online or
via an online form
Summary
11
• The Council is changing • Demand on our service is increasing • Planning and Building Standards
• Improve our online information • Information easier to access and
understand • Support customers through change • Improve the customer experience • Continue to adapt to new ways of working
12
www.consultationhub.edinburgh.gov.uk
QUESTIONS?
top related