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)