Service improvements are brought about through listening to feedback from our customers. This provides information about what is working and what is not. It helps us identify existing and potential problems with our processes and procedures and highlights opportunities for staff development.
Here are some of the actions that we have taken in response to recent feedback:
- We have reminded officers to return your calls and reply to your correspondence within the timescales set in our customer charter. Failure to engage with members of the public about requests for service could be processed as a complaint against an individual or service and be escalated to the Local Government and Social Care Ombudsman.
- We have made changes to Stage 2 and 3 complaints responses to provide a consistent approach across the Directorate, and better manage your expectations if these complaints are escalated.
- We have agreed changes with our service provider to the way we correspond with you, to improve consistency, efficiency and your experience in dealing with us.
- Our Service Provider ‘Amey’ have carried out a trial to manage out of hours calls to improve efficiency and response times.
- We have worked closely with our Customer Service team and Service Provider to move our web pages to a new system, and make it easier for you to use our website.
- We have submitted a business case to the “Future Council” to implement an integrated Geographic Information System which will mean you can see static assets (such as street lights, trees, and traffic signals) as well as spatial areas (such as pot holes and trip hazards) plotted on a map and provide information back to you.
- We are reviewing the way our service provider does our Customer Satisfaction Survey to get more responses and collect more information which we will use to improve our service.
- Both Amey and BCC have been fully engaged with a service improvement project to review the end to end processes for customers.