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Date published: 8th October 2021

As a key part of North Norfolk District Council’s Corporate Plan, we are delighted to announce our new Customer Service Strategy has recently been approved by cabinet.

It outlines the Council’s commitment to further improving the focus on customer service across the whole organisation, with a wide range of current and future initiatives which aim to improve the standard and consistency expected of us.

Some of these improvements  include changes to simplify the options menu on our telephone line, more specific web-forms ensuring that issues raised reach the correct department in a timely manner, and an improved call transfer process to get enquiries to the right member of staff quicker. The Council will also see the introduction of a video call appointment option, giving customers even more choice and accessibility when reaching us.

We will further offer a wider range of services and information that are available online and accessible to all at any time, without compromising the existing mechanisms to access help and support for those who need it.

The strategy commits to supporting equality of access to services for all, striving to overcome any challenges a customer may experience when trying to access support.

As an organisation we are always seeking to make the customer experience better, and we pledge to be open to constructive feedback on how we can improve the services on offer.

Cllr Lucy Shires, Portfolio Holder for Organisational Resources, commented: “We are so pleased to be progressing this strategy. It’s really important to the Council that customers feel confident that when they get in touch with us, their enquiries will be dealt with quickly and professionally.

"The Customer Charter element ensures that a consistent approach will be taken across the whole organisation, regardless of the point of contact they choose. I’m excited by the improvements that are already underway and look forward to seeing great progress moving forward.”

Last updated: 8th October 2021