Issue details
Tower Hamlets Customer Service Transformation Plan 2018 - 2022
PDF 86 KBThe 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 type: Non-key
Decision status: Recommendations Approved
Wards affected: (All Wards);
Notice of proposed decision first published: 30/10/2018
Decision due: 28 Nov 18 by Cabinet
Lead member: Cabinet Member for Culture, Arts and Brexit
Lead director: Corporate Director, Resources
Department: Resources
Contact: Afazul Hoque, (Head of Corporate Strategy & Policy) Email: afazul.hoque@towerhamlets.gov.uk, Shazia Hussain, (Divisional Director, Customer Services) Email: shazia.hussain@towerhamlets.gov.uk, Claire Linnane, Senior SPP Officer claire Email: .linnane@towerhamlets.gov,uk.
Consultation process
The following consultation on issues relating
to customer services has already taken place:
• Tower Hamlets Annual Residents’ Survey 2017. This is
an annual survey, most recently carried out between January- March
2017, designed to collect data on resident perceptions about the
council, local services and the area.
• Tower Hamlets Annual Residents’ Survey 2017- Digital
inclusion and communications topic report. This report contains
data on internet access levels and usage patterns. Usage patterns
cover web browsing, online banking and online shopping, which are
the types of activities most closely aligned to the council’s
proposed digital offer. The report also contains information on
current methods of contacting the council.
• One Stop shops in-store survey – This was consultation
with service users of One Stop Shops about the proposals to merge
One Stop Shops with Idea Stores with assisted self-service for
those who need it.
• Online survey – This was online consultation about
proposals to provide more services online, improve the
council’s website and telephone service, and merge One Stop
Shops with Idea Stores, with assisted self-service for those who
need it.
• London Borough of Tower Hamlets Culture, Leisure, and Open
Space Research 2016. This was a survey of residents’ views
regarding council services. This report included findings on views
about IDEA Stores.
• Consultation with Directorate Leadership Teams took place
throughout July.
Consultees
The following consultation on issues relating
to customer services has already taken place:
• Tower Hamlets Annual Residents’ Survey 2017. This is
an annual survey, most recently carried out between January- March
2017, designed to collect data on resident perceptions about the
council, local services and the area.
• Tower Hamlets Annual Residents’ Survey 2017- Digital
inclusion and communications topic report. This report contains
data on internet access levels and usage patterns. Usage patterns
cover web browsing, online banking and online shopping, which are
the types of activities most closely aligned to the council’s
proposed digital offer. The report also contains information on
current methods of contacting the council.
• One Stop shops in-store survey – This was consultation
with service users of One Stop Shops about the proposals to merge
One Stop Shops with Idea Stores with assisted self-service for
those who need it.
• Online survey – This was online consultation about
proposals to provide more services online, improve the
council’s website and telephone service, and merge One Stop
Shops with Idea Stores, with assisted self-service for those who
need it.
• London Borough of Tower Hamlets Culture, Leisure, and Open
Space Research 2016. This was a survey of residents’ views
regarding council services. This report included findings on views
about IDEA Stores.
• Consultation with Directorate Leadership Teams took place
throughout July.
Has an Equality Analysis been carried out and if so the result of this Assessment?: Yes. It should also be noted that an Equalities Impact Assessment has been carried out in relation to key aspects of the Customer Transformation Programme. Additional elements not already covered will be assessed alongside the development of the Plan.
What supporting documents or other information will be available?: N/A
Decisions
Agenda items
- 28/11/2018 - Cabinet Tower Hamlets Customer Service Transformation Plan 2018 - 2022 28/11/2018
Documents
- Tower Hamlets Customer Service Transformation Plan 2018 - 2022