Where next?
Our action plan builds on the changes we’ve made over the last four years:
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Embed the customer centric culture across the organisation |
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Develop and implement a customer experience plan |
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Create customer profiles to help design services which meet the needs of everyone |
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Carry out customer audience mapping exercises |
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Continue to develop processes and procedures to ensure excellent customer service |
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Review options on how we offer and tailor our services to our customers |
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Equality of access research and action plan for people with protected characteristics and customer groups |
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Equality of access research and action plans on the relationship between poverty and accidental dwelling fires |
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Review and establish standards for the quality of service provided by all teams |
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Deliver the customer and engagement work stream of the equality, diversity and inclusion programme |
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Build relationships with agencies and partners, sharing our equality, diversity and inclusion insights to support improvements in services |
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Review our services and look at ways to deliver more efficient products by collaborating with other agencies |
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Explore opportunities to share and integrate datasets with partners in the health sector |
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Enhance processes to monitor, review and evaluate the benefits and outcomes from collaboration activities |
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Develop a prioritised action plan using the equality of access research and knowledge acquired through community engagement |
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Embed the Service’s brand refresh project to reach new audiences |
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Create a digital customer experience platform to enhance our services |
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Develop a new website focused on accessibility to improve the service we provide to customers |
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Deliver a web to print portal to improve efficiency |
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Review the use of social media, marketing and customer segmentation |
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Develop new targeted campaigns to help make our customers safer |
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Embed the full potential of the intranet to support teams to be more efficient and effective |
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Continually review the processes for internal communications and engagement |
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Continue to create targeted communications, segmenting internal audiences to improve two-way communications |
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Improve social listening to enhance how we support campaigns and operational incidents |
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Embed engagement campaigns which recognise digital poverty and reach customers on channels other than social media |
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Review the volunteers scheme following successfully securing Investing in Volunteers award |
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Review the delivery of events in a post-Covid-19 world |
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Create a process for planning and managing events |
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Define service level standards for our engagement activities |
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