Customer experience
Changes we are making
Our Framework for Success
Working with staff and customers we have developed a framework that will help us change to deliver on our vision. Our vision at the Highland Council is to be more customer focused, make it easy for customers to contact us and to keep customers updated regarding their enquires. Our change framework (our ‘Framework for Success’) puts our Highland Council customer needs directly at the heart of our changes and ensures that we make changes at every point of the customer interaction.
Our Framework of Success is to be applied universally across the Highland Council, enabling all customers to receive the same standard of customer experience when they contact us. The Framework of Success will be delivered through our Delivery Plan, Redesign Board and the My Council Programme. The Framework is aligned to other corporate strategies such as the Digital Strategy and the Information and Data Strategy.
My Council Programme
The My Council Programme is incorporated within our Delivery Plan and aims to ensure that for all customers they experience an inclusive customer-focused journey regardless of how they choose to contact us. The My Council Programme is one of the mechanisms for the delivery of our customer experience and will focus specifically on:
- redesign of the Council's website
- improved telephony system
- review our Customer Relationship Management (CRM) system
- deliver an online customer portal/account
- implement our Customer charter and customer relationship policy
- public customer service standards
Through Council Redesign and the Council’s Delivery Plan, when services are redesigned, this will take place in alignment with this Strategy and ensuring a customer focused approach. This will include:
- focusing on self-service options as part of redesign approach
- processes will be customer-centred
- process will consider customer request to resolution and incorporate how to provide updates through the process
- utilising the tools developed through the My Council programme, including the online customer porta/account as a mechanism for delivering self-service options
- customer feedback will inform redesign processes