Issue details
Tower Hamlets Customer Experience Strategy Post Consultation
PDF 227 KBThis report seeks comments and approval of the
Tower Hamlets Customer Experience Strategy 2023 -2026. The strategy
was launched for public consultation, on the 5th of June and
internal staff engagement on the 21st of June ending on the 7th of
July. The strategy sets out our vision to deliver against the
commitments outlined in the and will connect the council with our
customers and facilitate their easy access to our services to help
them have a better future.
Decision type: Key
Reason Key: Significant impact on communities living or working in two or more wards;
Decision status: Recommendations Approved
Wards affected: (All Wards);
Notice of proposed decision first published: 19/07/2023
Decision due: 20 Sep 23 by Cabinet
Lead member: Cabinet Member for Regeneration, Inclusive Development and Housebuilding
Lead director: Corporate Director, Resources
Department: Resources
Contact: Raj Chand, (Director, Customer Services) Email: raj.chand@towerhamlets.gov.uk.
Consultation process
The following engagement on the Customer
Experience Strategy has already taken place.
• Internal engagement /Staff /DLT/Councillors
• Councillor Engagement May 2021
• Smarter Together POD sessions Influence and collaboration on
Corporate Customer Service Strategy April 2022
• National Customer Service POD session October 2022
• Internal Customer Survey December 2022
• External Customer Survey November 2022
• Public Engagement 5th June – 7th July
• Staff engagement 21st June – 7th July
Consultees
DLTs - Resource, Place, Health, Adult and
Community, Children and Culture
The Customer Experience Strategy steering group
External Residents, Businesses, Students and other
Stakeholders
Has an Equality Analysis been carried out and if so the result of this Assessment?: Yes - equalities implications will be included in the report to cabinet
What supporting documents or other information will be available?: Draft Customer Experience Strategy Customer Experience Strategy Evidence Base Customer Experience Strategy Equality Impact Assessment Draft Action Plan Benchmarking Summary Summary of public engagement feedback
Decisions
- 22/09/2023 - Tower Hamlets Customer Experience Strategy
Agenda items
- 20/09/2023 - Cabinet Tower Hamlets Customer Experience Strategy 20/09/2023
Documents
- Tower Hamlets Customer Experience Strategy (for consultation)