Customer Services Transformation
What is the Customer Services Transformation project?
The Customer Services Transformation (CST) project makes sure the council delivers high quality customer services to all its residents and customers. The council wants to put the customer at the heart of everything it does and is asking all staff to think about how they can improve customers’ experience.
How does it work?
The council has updated its customer care standards, created a new customer contact centre and asked all staff throughout the organisation to think about how they can make their services more customer-friendly. We have improved the council website to make it easier for customers to find what they need online.
- delivered a £600,000 cost saving in the 2012/13 financial year, with gross savings of £4.025m by 2015/16
- a new customer contact centre now means that all customer services are dealt with more consistently and efficiently
- new developments to the website, which will allow users to personalise their experience and do more online