We will continue to be responsive, fair and efficient in how we deliver services to our customers by listening and learning from their experiences. We will strive to constantly improve with an emphasis on innovation and working with residents and businesses in a collaborative, co-production approach.
We will achieve this outcome by:
- By 2023, publish our customer strategy, and a transformation plan to achieve a modern, customer first operating model by 2028. This will mean that the number of people who speak positively about the council will increase
- We will reduce the number of ‘front doors’ and bring more high-volume customer management and assessment into our professional customer services, Dorset Direct
- Embed our accessibility principles and assessment guidance within our strategy plans
- Adopt consistent organisational design principles to redesign services making the most of modern technology and understanding customer needs to provide the foundations for a one council approach
- Embed customer feedback across all high demand service areas to drive continuous service improvement, improving customer experience
Lead role / service:
- Head of Customer Services, Libraries and Archives
- Portfolio Holder for Culture, Communities and Customer Services
- We will develop our customer platform and customer account to provide easy to use, accessible, services, increasing the number of customers using online services independently or with assistance
Lead role / service:
- Head of Digital Strategy and Design
- Portfolio Holder for Corporate Development and Transformation
- We will invest and explore advances in technology, automation, artificial intelligence and digital ways of delivering services to increase productivity and help manage demand
- We will deliver an updated applications portfolio and roadmap, focus on implementing integrated systems and processes and provide good employee experiences
Lead role / service:
- Head of ICT Operations
- Portfolio Holder for Corporate Development and Transformation
- The council’s engagement and consultation processes will be reviewed and improved to ensure that residents’ views are sought, listened to and acted on
Lead role / service:
- Head of Strategic Communications and Engagement
- Portfolio Holder for Culture, Communities and Customer Services