Decision details

Received a report setting out the overall approach to a Customer Services Strategy, which will involve four project streams which will develop a Culture Change Strategy, a Customer Access Strategy, a methodology for undertaking business transformation activities and setting standards for services and / or activities across the Council as a whole.

Agreed, in order to deliver the Council’s priority of providing outstanding customer service and improve customer access, customer experience, customer and staff satisfaction and corporate brand reputation, to:

1.  The draft strategy including:

a.  The governance structure (set out in paragraph 1.6. and Appendix A of the report);

b.  The four project strands of work which will cover:

  i.  The scope of work necessary to take forward the Done In One Strategy (DIO) (section 1.4 of the report); and

  ii.  The production of robust strategies that align with the Corporate vision and other related dependences such as Information, Communication Technology (section 3.11 of the report)

c.  The name of the Corporate Customer Strategy will be known as “Done In One”;

d.  The Customer Focus Leadership Framework to be incorporated within the overarching delivery of the DIO Strategy (section 3.26 of the report);

2.  The short-term appointment of expert advisors to explore the development of a Barking and Dagenham Business Process Re-engineering methodology and that a long list of suitable pilot areas be identified (sections 3.18 and 3.19 of the report);

3.  The DIO outputs be considered by the Community Cohesion Strategy review and remains proactive about the links between the two strategies as far as social exclusion and equalities and diversity matters are concerned (section 3.32 of the report);

4.  The full work plan for delivering these proposals is fully developed by December 2006, to include resources and accountabilities for implementation from April 2007; and

5.  Delegate the approval of the final version of the strategy, once it has been put into the emerging Corporate Strategy format, to the Chief Executive.