Issue - meetings

Report of the Head of People & Performance

The Committee gave consideration to the report as set out on pages 18-20 of the agenda, which asked Members to note and endorse the Councils ambition to achieve the Customer Service Excellence Award.

The Committee were informed that the Council is set to focus on achieving the Customer Service Achievement (CSE), Officers advised Members that the award would allow the Council to self-assess capability and effectiveness. Officers clarified that the award would direct the Authority in relation to providing a customer-focused service by concentrating on delivery, professionalism and staff attitude.

The Committee suggested there is a lack of information with regards to residents having a clear understanding of the distinction between whether an issue or query should be directed the Authority or to Leicestershire County Council. To help tackle the issue, it was suggested that Officers have access to contact lists for external organisations, this would enable Officers to accurately sign post customer queries that may not fall within the Authority’s remit.

By affirmation of the meeting it was

UNANIMOUSLY RESLOVED THAT:

The contents of the report be noted.