Issue - meetings

To submit a report by the Deputy Chief Executive.

It was resolved –

•  To approve the Customer Service Charter.

•  That a quarterly report on the initial implementation of the Customer Service Charter be presented to the Executive to monitor achievement of the standards set out.

The report of the Deputy Chief Executive incorporating a proposed Customer Service Charter setting out standards for dealing with the public was presented for the Executive’s approval.

The Policy and Strategy Manager explained the background to the formulation of the Charter and its purpose along with the principles on which it is based. The Officer referred to the consultation undertaken on the Charter and the Work Package developed to support the process of improving and implementing the Charter which will include monitoring arrangements via the Corporate Scorecard and other means to ensure that standards set out are being met.

Councillor R. Meirion Jones, whilst welcoming the Charter commented to the following effect:

•  that the Charter could be more personal in its tenor by directly addressing  the customer;

•  that it should specify that communication with regard to correspondence will be in a language of the customer’s choice;

•  that the aim that telephone calls be answered within 5 rings during opening hours be reinforced by a stated default position on the software to explain to the customer what the response will be should that not be the case.

•  that it would be useful if Members were provided with documentation such as this well in advance of the Executive’s meeting to enable points such as those above to be raised and discussed with the Officer concerned in a more timely way.

The Chair confirmed that work is ongoing with regard to making the telephone system more user friendly. He confirmed also that there are plans to arrange monthly briefing sessions for Members to highlight upcoming issues and to allow adequate preparation time for when they are then presented to the Executive.

Councillor Aled Morris Jones proposed that during the Charter’s initial implementation period, a quarterly report be presented to the Executive to monitor achievement against the standards set out within the document and to show that the Authority regards the matter of customer care as one of utmost importance.

It was resolved –

•  To approve the Customer Service Charter.

•  That a quarterly report on the initial implementation of the Customer Service Charter be presented to the Executive to monitor achievement of the standards set out.