Customer Access

Strategy

2009 – 2012

Date: November 2009

Contents:

1.Our Vision

2.Key Aims

3. Key Actions

4.Monitoring & Evaluation

5.Appendices

1.Action Plan

2.Customer Activity Analysis

3.Tenant Profile

4.Customer Contact Satisfaction

1.Our Vision

To ensure our frontline services are accessible, excellent and meet the diverse needs of our customers.

2.Key Aims

Maximise Accessibility & Offer More Choice through a variety of access channels, putting the customer first and minimising the need to travel. Providing services at times and in ways that suit customers

High Quality frontline services that are reliable, flexible and responsive , which continuously strive to improve and maximise the number of enquires that can be dealt with at the first point of contact

Offer Value for Money by greater cost effectiveness, reliable and efficient and which maximise the opportunities for partnership working and take advantage of technological developments

Best fit by knowing who our customers are and tailoring services to meet specific needs to ensure that we meet the diverse needs of our customers

3.Delivering our Key Aims

Aim / Key Actions
Maximise Accessibility & Offer More Choice /
  • Develop local and flexible ways of working – taking the service to the customer
  • Redesign services to maximise customer access channels
  • Engage with harder to reach groups to ensure they access our services
  • Utilise telephony and web based technology to deliver a wider choice and increase availability of services
  • Have a shared vision with our partners for excellent customer access in Bury
  • Ensure new office accommodation is accessible and DDA compliant

High Quality /
  • Achieve Customer Excellence Standard
  • Deliver Services through a committed, skilled and motivated workforce
  • Right First Time
  • Increase number of enquiries dealt with at first point of contact

Value for Money /
  • Increase number of customers accessing our services electronically so that they can self service
  • Build on the success of the customer contact centre to maximise its full potential
  • Establish a single knowledge base so that customers do not have to repeat what they have already told us

Best Fit /
  • Collect and fully utilise Customer Profiling data to ensure that we are providing fair and equal access to all our customers
  • Involve our customers in shaping our future services
  • Ensure services are fully focussed on the needs of our customers

4.Monitoring and Evaluation

Measures of Success / Baseline / Target
Customer insight data across all diversity strands increased / 88.6%
(not including sexuality) / 90%
Customer Enquiries dealt with at first point of contact increased / 74% / 80%
Customers utilising self service options increased / 4.22% / 6%
Customer Satisfaction with overall level of services increased / 85.7% / 90%
Customer Satisfaction with accessibility of services increased / 74% / 80%
Frontline Service Costs reduced / 2008/2009 spend / 3%
New office accommodation DDA compliant / N/A / 100%
Telephone Enquiries reduced / 2008/2009 statistics / 5%
Keeping customers informed / 82.2% / 84%
Level of satisfaction with opportunities for participation in management and decision-making / 46.6% / 55%
Increase in overall level of staff satisfaction / 62% / 70%

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