Return to Agenda

Return to EX9

ITEM EX9 - ANNEX A

EXECUTIVE – 7 DECEMBER 2004

CUSTOMER SERVICE STRATEGY

Internal and External Consultation on the Customer Service Strategy

The results from both external and internal consultation strongly supported the development of the four key topics proposed in the strategy:

1. Information management
2. Improved access
3. Staff skills and corporate standards for customer service
4. Increase awareness of customer service issues in the Council

1. Information management

On the subject of information management both internal and external respondents to the consultation highlighted a number of problem areas:

• Not being able to get hold of the right person, or difficulty getting hold of the right person.
• People not being accountable for enquiries.
• Not being able to leave messages for people on answer phones.
• Calls being passed from person to person.
• Calls not being answered:
• No single point of contact.
• Information supplied either via the website or verbally is not always very accurate.
• The need to reduce the amount of paperwork related to each enquiry.
• Slow response to queries
• Written communications in response to enquiries is poor.

In addition to raising problem issues, respondents were invited to suggest possible improvements. They included the following:

• OCC should provide a single source for all information that customers might need.
• OCC should provide a joined up phone system.
• Customer Relationship Management software would be a good solution to help monitor and manage enquiries and to ensure responses meet our service standards.
• Creating group emails for departments would ensure there is a central access point that people can use, which will help deal with enquiries better.
• Creation of an easier to navigate website with better functionality and content.

2. Access to services

The consultation showed that the most popular way to request information was via phone, and it also highlighted the increasing use of email too.

External views regarding access to our services via the Internet stated that the website was difficult to navigate and that we should look to improve the functionality and content of the current website. Respondents believed that making available answers to frequently asked questions on the website, would help both employees and citizens answer queries.

When using the services many respondents believe that Oxfordshire County Council needs to improve access in rural areas - people don’t want to travel more than 10 miles to access a service and in some cases much less. Respondents stated the benefits of offering County Council services in one-stop-shops and encourage joint working between councils. Representatives from the Older People’s panel particularly supported this.

3. Staff Skills and Corporate Customer Service Standards

There is overwhelming support for customer service training, induction training and general awareness training of our services. Most of the employees who responded said they have not received customer service training whilst employed at OCC.

There was strong support for the introduction of a clear set of Customer Service standards and promotion of them throughout the organisation.  

4. Increase Awareness of Customer Service Issues in the Council

The consultation showed that there is some confusion amongst staff as to who our customers are, and awareness of why we need to make customer service improvements throughout OCC. The analysis supports the creation and implementation of a Customer Service Awareness programme, which should highlight the need for increased awareness of customer service within OCC.

Return to TOP