Customer and digital strategy 2024-29 - Objective 1

Provide services which are easy to access.

We will provide accessible services that are on time, right first time and delivered professionally and inclusively.

We will develop and enhance our online services so that customers will choose to use them by default. Increasing digital services means that we are more cost- effective and enables us to focus our resources on those who need them most.

To achieve this, we will:

• Implement and publish co-designed service standards to ensure that we together we agree these with our customers.
• Implement and publish service standards for key services.
• Review and rewrite customer communications so that they are accessible and understood.
• Promote our online services so that our customers are aware of options available.
• Develop and enhance our customer relationship management (CRM) system and create a dashboard of corporate performance so that standards can be monitored and shared across the organisation.
• Engage with customers and the voluntary sector in the development of our new website and our online services making sure that they are easy to access and use.

Measuring outcomes

As part of the action plan development we also need to develop reporting and establish baseline data to create meaningful targets.

We expect to achieve our outcomes across the following areas:

• service standards and performance measures
• customer satisfaction
• enquiries dealt within agreed timescales
• feedback from website customer engagement panel
• online content meets or exceeds web content accessibility guidelines (WCAG 2.1)