Charnwood Borough Council

As part of the process of writing and launching our new Customer Service Strategy and Customer Service Standards we asked for your help in deciding what levels of service we provide. We asked people to examine the draft customer service strategy and standards documents and standards and then tell us what they thought and what changes they might like to see.

What is this all about?

Our Customer Service Strategy defines our approach to being Customer Focused; putting the customer at the heart of everything we do and being dedicated to serving the needs of our customers.

We aim to deliver services which are:
• Quality services: which users perceive to be good, relevant, efficient, cost effective, consistent and delivered through a highly trained workforce
• Responsive services: that meet defined needs and increasing expectations.
• Accessible services: that provide a choice about how and when to access services
• Value for money services: that actively seek efficiency gains and productivity improvements

To help us achieve our aims, we have set ‘service standards’ for a range of the services we provide. They are designed to advise our customers of the service they can expect from us. We will monitor our performance against these standards to ensure we are providing excellent services.

The Comments We Received

The consultation was carried out throughout October 2006 and the collated summary responses are in :

• Consultation responses on the Draft Customer Service Strategy and on the draft Service Standards (Excel Spreadsheet 77 Kb)

  The responses to the consultation are set out on a spreadsheet. The spreadsheet has two worksheets, the first sets out comments on the draft strategy and the second sets out comments on the draft Service Standards.