Decision details
Tower Hamlets Customer Service Transformation Plan 2018 - 2022
Decision Maker: Cabinet
Decision status: Recommendations Approved
Is Key decision?: No
Is subject to call in?: Yes
Purpose:
The report presents the Tower Hamlets Customer
Service Transformation Plan for the Customer Promise 2018 - 2022
setting out how the council will engage with its customers in the
future. The Council’s plan is about making a real difference
to the lives of our most vulnerable customers through an early
intervention approach.
It sets out how we will ensure consistent high quality standards
and a positive experience for our customers, whether they are
residents, visitors, or local businesses, across all of our
services and customer channels, whilst delivering efficiencies and
value for money. The Transformation Plan also brings together all
the elements of the council’s customer access transformation
programme which covers all access channels, highlighting the
council’s move to digital first whilst ensuring a responsive
face to face service for those who need it
Decision:
The recommendations were amended and then agreed.
DECISION
1. To agree the Tower Hamlets Customer Service Transformation Plan as attached at Appendix 1 to the report.
2. To agree our Customer Promises as set out at Appendix 2 to the report.
3. To agree the proposed approach in terms of phasing the Customer Service Transformation Plan’s development as set out in this report in paragraphs 3.22 – 3.24 of the report.
4. To agree in principle the creation of a Customer Board, chaired by the Cabinet Member for Culture, Arts and Brexit, to monitor delivery of the Customer Service Transformation Plan dependant on further discussion with the Mayor about the proposed Board and its terms of reference.
5. To delegate the development of the Customer Service Transformation Plan implementation plan to the Corporate Director, Resources; and the Divisional Director, Customer Services; in consultation with the Mayor and Lead Member.
Action by:
ACTING CORPORATE DIRECTOR, RESOURCES (N. MURTON)
(Divisional Director, Customer Services (S. Hussain)
(Head of Corporate Strategy and Policy (A. Hoque)
(Senior Strategy, Policy and Performance Officer (C. Linnanne)
Report author: Pam Cummins
Publication date: 30/11/2018
Date of decision: 28/11/2018
Decided at meeting: 28/11/2018 - Cabinet
Effective from: 08/12/2018
Accompanying Documents:
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