Customer Services Strategy
Flintshire County Council’s Cabinet will be asked to adopt a new Customer
Service Strategy when it next meets on 14 March.
This strategy is closely aligned to the Digital Strategy which was approved at
last month’s meeting and looks at how the Council will deliver services to its
customers in the most modern and efficient way.
The strategy is structured around the following three workstreams:
1. Face to face – delivered through the Council’s Connects Centres across the
2. Telephone – opportunity to develop contact centre working which will
maximise efficient use of staff resources and will aim to resolve customer
enquiries effectively at the first point of contact.
3. Digital – embracing digital services can save money, improve accessibility
of services for the majority of residents and free up resource to support the
most vulnerable customers.
Flintshire County Council’s Cabinet Member for Corporate Management, Councillor
Billy Mullin, said:
“The Council’s future service delivery must be focused on simplifying the way
customers access services, understanding their journey with the council, giving
customers control over the services they use, listening to and responding to
feedback. Services which can be delivered digitally will be developed, allowing
expensive resources to be focused on those services which cannot be delivered
digitally to support the most vulnerable customers.”
The proposed Customer Service Strategy complements the Customer Service Policy
which describes what customers can expect when they contact the Council face to
face, over the telephone or digitally. The implementation of this strategy will
involve ongoing review of the Customer Service Policy and changes will be made
based on the needs of customers.