Customer Care - Review process

A working group of Councillors and officers agreed that the Council needed a Code of Conduct to set standards for contact with customers. Each Service would then develop service-specific standards that could be measured and monitored and ultimately improve performance. It was agreed that the Code would apply to:

‘Frontline’ workers the people in direct contact with service-users … teachers, binmen, receptionists, librarians etc.
Behind-the-scenes teams the people in offices, workshops and schools who have less direct contact with the public but whose contribution is just as crucial.
Councillors who represent local people

To begin the process of developing a Customer Care Code, workshops and focus groups were held with groups of employees and citizens to get a snapshot of current experience of customer care from each viewpoint.