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Managing Change and Improving Customer Service

In 2004 the Council took the decision to change dramatically the way it provides services, in particular to ensure that everything we did put the customer first. From reviewing and then streamlining our management teams, to carrying out fundamental reviews on the way individual services were delivered, to the creation of a multi channel Contact Centre, the Council has come a long way.

As well as realising significant savings and improving customer service, we have and will continue to generate additional revenue, some of which has enabled us to produce a CD and DVD which show you our journey.

We have broken down the DVD into individual case books to make it easier for you to view.

• Analysis of the Process
• The Challenges that lay ahead
• Communicating to staff
• Contact Centre Views
• Emergency Planning
• Environmental Health
• IT and Telephony
• Leisure
• Planning Services
• Response
• Results