Customer First

The Customer First Programme outlines Chester City Council's high level vision for Customer Services from 2005 -2009. The programme has been prepared in line with emerging findings from the Access to Services Best Value and addresses issues raised in earlier reviews.

This programme puts the customer at the centre of everything we do and recognises their desire to access public services through one gateway regardless of who the service provider is.
 
The programme also addresses the government's strategy to transform services through development of E Government channels and the requirements of the Gershon Review to release resources to the front line.

Key outcomes of the Customer First programme include:

• Development of an organisation with the skills, processes and culture to put the customer at the centre of everything that we do.
• Implementation of service design that improves the customer experience and resolves 80% of queries at first point of contact
• High levels of Customer Satisfaction
• Development of a network of services that meet specific community needs whether urban suburban or rural.
• Provision of services that are driven by customer needs and not service requirements.

The programme is closely linked to our current Corporate Plan and will be a key feature in the new   Plan currently under development. In adopting a focused approach to Customer issues this programme will ensure that we

• Focus externally on customer requirements rather than concentrate on internal service delivery issues
• Take views on the future direction of service provision from a wide range of stakeholders and consider the impact on our communities
• Consider partnership options in delivering services

 

Set clear targets for migration to electronic and other low cost options whilst respecting that certain channels may limit accessibility to some of our customers.

By putting the customer at the centre of everything that we do this programme addresses issues that have been raised via customer surveys and consultation

• Inconvenient opening hours
• Getting through to the right person first time to resolve queries
• Knowing what services the council provides
• Improving telephone services

Providing a single point of contact for all customers

A Programme Management approach will be taken to deliver the strategy. This will enable realisation of a transformational change programme that will deliver the right benefits and improve the customer experience. Key Projects that will contribute to the Programme include:

• Customer Service Centre / Contact Centre
• Neighbourhood service provision
• Neighbourhood Payment provision
• Accredited Customer Service Training Plan
• Customer Relationship management ( CRM)
• Corporate standards for service delivery
• Corporate Comments and Complaints database
• Corporate Document Imaging and Workflow capability 
• Customer Focused Service Structures
• Corporate Branding
• Internet Enhancement for self service options
• E Payment Facilities
• Key Life Events
• Extended hours of service

Reengineering our services for customer focus and efficiency

The Customer First Programme will ensure that as an organisation we become totally customer focused and meet the demands of the Government efficiency agenda.

Download Chester's Customer First Strategy (168kb)