Customer service and access strategy


The aims of the strategy are:

  • to deliver consistent, nationally recognised standards of customer service across the whole of the organisation
  • to reflect and respond to the changing needs of current and future customers by increasing current access methods or introducing more innovative means of access, which makes contacting us easier, in line with customer expectations
  • to maximise the usage of access channels by further exploiting our investment in technology
  • to inform future service plans for those customer-driven services
  • to help ensure that our resources and those of the various services will be focused on achieving common objectives, to benefit both the organisation and the customers we serve
  • to inform the medium to long-term investment that we require in meeting customer demand