Customer service and access strategy

Aims

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