Customer Focus

The North Norfolk district covers an area of 360 sq miles and has a population of over 100,000 people living in 121 distinct communities and settlements.  Whilst our offices are centrally located in Cromer, public transport across the District is limited and many of our residents and customers find accessing the Council offices difficult.  Our customers are also not a single group of people with common interests – we provide a diverse range of services, both directly and through contractors and partner organisations, and our customers and service users are not only local residents, but also tourist visitors and local businesses. 

We will make the Council’s services as easy to access as possible and will use a variety of channels to facilitate this – through self-service via the Council’s website, and also for customers making personal visits to the Council’s offices, or communicating with us by letter, telephone and online.  Where we provide services in the community – eg.  tourism infrastructure, public car parks and conveniences, leisure centres, refuse and recycling collections, we want our services to be recognised as being of good quality, inclusive and responsive to customer needs. 

We want our customers to be at the heart of everything we do and will strive to improve access to our services further through stronger community engagement, developing more formal mechanisms of inviting customer feedback and comment and, where possible and practical, seek to deliver our services at a more local level through strengthening partnerships with local Town and Parish Councils.  The Council will seek further to improve democratic engagement and participation by people of all ages, but particularly through working with schools and colleges to ensure that the voice young people is heard and informs council decision-making. 

 

Customer Focus

Customer focus
Number of Ombudsman referral decisions
Succeeding
31 Oct 21
2
Number
Succeeding
Number of Ombudsman referral decisions successful outcomes for the Council
Achieved
31 Oct 21
2
Number
Achieved
Number of complaints
Needs Improvement
31 Oct 21
257
Complaints
Needs Improvement
Number of compliments
Achieved
31 Oct 21
29
Compliments
Achieved

Objective 1: Developing a new Customer Charter with published service standards

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29%
In Progress
High
3.1.6 Digital Customer Service Improvement
Programme to define and deliver the improvement to the digital customer service experience, so that customers choose to use the online option to access Council services and information whenever convenient. New action added to the Delivery Plan September 2020.
01-Jun-20
to
31-Mar-22
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95%
In Progress
High
3.1.1 Undertake a Customer Contact Survey
Undertake a Customer Contact Survey to understand: • How well we deliver to our customer needs • Service specific issues • Ideas for reshaping our services to better meet customer needs
04-Feb-20
to
30-Sep-21
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100%
Completed
High
3.1.2 Review and refine our Customer Strategy
Review and refine our Customer Strategy, to: • respond to the survey findings • improve the way that we understand our customers’ changing needs/preferences • better serve our customers • embed customer focused service delivery throughout the Council (Risk control)
04-Feb-20
to
31-Dec-21
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40%
In Progress
High
3.1.3 Develop an action plan and draft, adopt and publish Customer Charter
Develop an action plan and draft, adopt and publish Customer Charter, to set out how we will: • listen to our customers views about what service they want to receive from the Council • establish clearly what customers can expect from us based on that feedback • reflect best practice
04-Feb-20
to
31-Mar-22
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20%
In Progress
High
3.1.4 Customer focussed services staff training programme
Establish a training and development programme to enable all employees to deliver excellent customer focused services aimed at delivering the Customer Charter. This will Give our teams, the skills, abilities and tools to deliver on our service commitment.
04-May-20
to
31-Dec-21
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0%
Planned
High
3.1.5 Monitor the implementation of the Customer Charter
Monitor the implementation of the Charter and evaluate and review it in the light of the findings. Routine monitoring procedures will be established across all teams (including staff and councillors), at an operational and strategic level..
01-Jun-20
to
31-Dec-21

Objective 2: Undertaking an annual residents survey and responding to results

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46%
In Progress
High
3.2.1 Undertake an annual Residents Survey
Undertake an annual Residents Survey, in order to help the Council to understand how well we are performing for our community and to improve what we do. The survey will be based upon six key themes contained in the LGA approach to resident satisfaction ‘are you being served?’ which includes: • satisfaction with the local area • satisfaction with the way the council runs things • trust in the council • responsiveness of the council • how informed residents feel • their perception of the value for money the council provides. This will help us drive service delivery improvements and allow us to check our performance against other councils.
04-Feb-20
to
31-Dec-21

Objective 3: Benchmarking of the Council's services to learn from best practice elsewhere

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0%
Planned
High
3.3.1 Benchmark service delivery against the LGA key themes and learn from best practice elsewhere
Benchmark service delivery against the LGA key themes and learn from best practice elsewhere. • satisfaction with the local area • satisfaction with the way the council runs things • trust in the council • responsiveness of the council • how informed residents feel • their perception of the value for money the council provides.
29-May-20
to
31-Mar-22

Objective 4: Developing an Engagement Strategy

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0%
Planned
Normal
3.4.1 Develop an Engagement Strategy
Develop an Engagement Strategy to: • help define and design local priorities and policies • deliver and evaluate services • inform council decision-making in areas that impact on our residents lives
02-Dec-19
to
30-Jun-21
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100%
Completed
High
3.4.2 Establish Town & Parish Council Forum
Establish quarterly forums with Town and Parish Councils, to: • strengthen our relationship with communities • share information • seek views • identify actions • inform policy development
01-Sep-19
to
30-Jun-21
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0%
Planned
Normal
3.4.3 Establish a Youth Council to give a stronger voice for younger people in Council decisions
Establish a Youth Council to give a stronger voice for younger people in Council decisions, specifically to: • better understand the views of younger people in the community • reflect opinions • identify actions • inform policy development
01-Mar-21
to
31-Dec-21
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100%
Completed
High
3.4.4 Establish Environment Panels
Establish Environment Panels to: • Garner ownership • Reflect opinions • Identify actions • Inform policy development Project Proposal drafted, terms of reference still being compiled - will circulate to Leader for comment and subsequent Cabinet approval. The Forum has met twice now - in August 2019 and January 2020 for initial input and views
01-Oct-19
to
30-Jun-21
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100%
Completed
High
3.4.5 Implement Online consultation feedback portals for key corporate projects/workstreams
 
01-Oct-19
to
31-Dec-21