Our Customer Focus

Customer Focus Strategy

Introduction

Bexley's is committed to improving the way in which it delivers services to its customers. A major change programme is underway, moving Bexley towards becoming a truly customer focussed organisation. Visible changes can be seen in the new Contact Centre, the Library Contact Points and the development of the new Comino Customer Relationship Management (CRM) system.

In addition, the Council's Best Value Performance Plan 2004-2005 confirms that improving Customer Contact and Customer Responsiveness is a key deliverable for the Council.

However, the Council is aware that there is still much work to be done and that Customer Service is a continuous improvement cycle. To support the Council in achieving its corporate aims, a Customer Focus Strategy has been developed which underpins the drive to improve customer Service. The Strategy provides the Vision for dealing with customers and focuses on developing our services with the customer at the centre of our operations. It will provide all staff with a clear view of what Customer Focus means for them and for the organisation.

The Customer Focus Strategy has five main components:

Customer Focus Vision
Strategic Objectives
Principles
14 High Level Deliverables, to enhance and drive up Customer responsiveness and customer service and timetable for delivery
A Customer Focus Charter for all staff summarising Bexley's approach and setting out Best Practice Guidelines to bring consistency to the delivery of customer service.

Download

You can download the full strategy here:

Download Bexley's Customer First Strategy (791Kb, pdf file)