'Customers Matter' - our customer service strategy

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Our customer service strategy was launched in February 2003. Our vision for customer service is 'to enable all citizens, businesses and organisations to reach information and services quicker and more easily, where and when they want, and by whatever means they prefer'.

Our customer service strategy sets out how we will deliver modern, high quality and customer focused services. We will:

• provide customers with convenient and easy access to information and services at times and locations convenient to them
• design services around our customers' needs offering them a choice of how they contact us and using both traditional and electronic communication
• give customers the opportunity to ask for information or a service, make a booking, make a payment and give us their comments and complaints, 24 hours a day, 7 days a week
• sort out at least 80% of customer enquiries at the first point of contact in our customer contact centre or customer service centre
• make sure that our customers recognise our brand as a symbol of consistent and high-quality service
• work with our partners,including the police, the health service, the local enterprise company and Communities Scotland, to deliver joint services and information
• deliver best value and efficient services by constantly looking for new and better ways of delivering our services through new technologies.

We have a number of customer-focused schemes in place to help us become a modern and accessible council. To find out more, download the statement which the council sent to the Scottish Government outlining what had been achieved by June 2005.

Scottish Executive statement (pdf - 51KB)

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