Issue - meetings

This report outlines and seeks approval to the Customer Access Strategy 2022-2026.

(Agenda republished to include this report on 10 October 2022)

Cabinet RESOLVED

(1)      To approve the Customer Access Strategy 2022-2026, as detailed within Appendix A of the report.

(2)      To note that progress and key performance indicators would be reported to CMT on a quarterly basis.

Councillor Southwood (Cabinet Member for Jobs, Economy & Citizen Experience) introduced a report presenting the Council’s Customer Access Strategy 2022 -26.

Members noted that the strategy had been designed to build upon Brent’s Customer Promise by setting out the Council’s commitment to enhancing the services and customer experience provided for residents involving a whole organisation approach.  This recognised that customers accessed Council services in a variety of ways, not only though customer services, and therefore sought to deliver and embed a more consistent customer experience across the whole Council providing clear expectations of what should be expected from not only staff but also customers and residents.

Members were advised that the Strategy had also been designed to run alongside the Council’s Digital Strategy, recognising the need to ensure all customer contact and access to services remained as flexible and easy to use as possible.

In commending and welcoming the strategy, members noted the ambitious nature of the Key Performance Indicators developed to monitor delivery and success of the strategy along with the consultation undertaken with customers, residents and staff as part of its development.

Having recognised the commitment within the strategy to enhancing the way services were accessed and provided for residents and customers Cabinet RESOLVED:

(1)    To approve the Customer Access Strategy 2022-2026, as detailed within Appendix A of the report.

(2)    To note that progress and key performance indicators would be reported to the Council Management Team on a quarterly basis.