Customer Service Focus at Mole Valley District Council

On Tuesday 26 March 2019, Mole Valley District Council's Cabinet will be asked to consider a report recommending the approval of the Customer Services Strategy 2019-24, which would come into effect from 1 April 2019.

The Customer Services Strategy 2019-24  sets out how Mole Valley District Council (MVDC) puts its customers at the heart of everything it does and looks to improve interactions in order to meet the ever-changing needs and expectations of everyone who contacts the Council.

MVDC recognises that its wide range of customers get in touch for a variety of reasons, from paying for a service to reporting a problem. Whatever the reason for contacting MVDC, customers want a quick and easy resolution wherever possible in a variety of ways that meet their own needs.

The views of residents and businesses were sought on a draft version of the Strategy, as part of a five-week consultation process carried out during December 2018 and January 2019. Feedback helped inform the final Strategy which, in turn, will shape how MVDC's services are delivered in the future.

Responses received during the consultation were supportive of the outcomes and guiding principles outlined in the Strategy, including delivering a 'digital first' approach which allows customers to access services 24/7 via the website while still providing traditional ways of contact for those who need it.

Councillor Corinna Osborne-Patterson, Cabinet Member for People and Rural Mole Valley, said: "The Customer Services Strategy 2019-24 is yet another way in which we are committed to improving the level of service you receive when you contact us. This Strategy focuses on delivering three key outcomes: a better customer experience, a digital first approach and improved engagement. We will be working hard to deliver these over the next five years to provide all our residents, businesses and visitors with the best possible customer service experience".

Last Updated: 04/03/2019

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