Decision details

(i)  To approve the attached Customer Access Strategy and adopt the principles and approaches outlined in the strategy. Ensuring that all council services are designed or working towards being customer focused and easy to access.

(ii)  For the Customer Access Strategy 2022-2026 to supersede the current Customer Strategy 2018-2022.

(iii)  To delegate authority to the Executive Director Business Services to make minor amends to the Customer Access Strategy during its period of effect following consultation with the Cabinet Member for Customer and Transformation.

To ensure the council has an agreed and published statement setting out its

strategic approach to delivering services, to drive improvements for

customers accessing and using council services.

An alternative option is to do nothing and not to revise the current Customer

Strategy. This option is not recommended as it is important for the council to

refresh its strategy in order to help customers, communities and staff

understand the council’s vision.

The council could choose not to have any customer strategy but this risks not being clear with the organisation about the expected standards and the direction of travel.