The Council has a programme for all of its services to follow, called “Customer First”. Customer First aims to put exceptional customer service at the heart of Council activities. It involves all staff and services working to achieve a defined standard of customer service that ensures the needs and expectations of residents, visitors and businesses are met.
Customer First started in 2003. The second phase was launched in 2007, and challenges services to show that they are delivering excellent customer services across a range of criteria
Service Delivery – focuses on the outcome of service delivery for the customer;
Service Responsiveness – looks at how services are delivered;
Organisational Culture and Attitude – the development of a culture that puts the customer at the centre and the staff behaviours that underpin this;
Accessible Services – making it as easy as possible for customers to access services;
Service Equality – ensuring that services meet the needs of all customers.
