TOWN Hall chiefs look set to approve a “customer first” experience strategy for 2024-27.

A report on the issue will come before the council’s cabinet at its meeting next Wednesday.

Improving customer experience

Improving “customer experience” is a “key area of focus” for the council, says a report to cabinet.

“Whilst much progress has been made in recent years, we must continue to innovate and improve to reflect the changing needs and expectations of our customers,” it adds.

“A wide-ranging programme of work is in place to review and enhance our ways of working to ensure that all of our interactions with customers are of a consistently high standard and take a “customer-first” approach.

Digital channels

“One of the central elements of the programme is the development of a new customer experience strategy to set the direction for how the council wants to interact with customers both now and in future.

“This includes how the council will use new technology and digital channels to reflect changing preferences and to continue to meet an increasing demand for services.

“The customer first strategy has been developed to reflect feedback from the resident survey and wider service user engagement to inform an approach that has been codesigned with employees and customers.

“It aims to reinforce the aspiration set out in the borough strategy to position customers “at the heart of everything we do” by putting them first in the way that we work, the way we design our services and the way in which we interact day to day.”

The cabinet is recommended to approve the “customer first” customer experience strategy 2024-27 for adoption and implementation.