Councillors and committees

Decision details

Customer Service Improvement Plan and Customer Access Strategy

Decision Maker: Community and Engagement Committee

Decision status: For Determination

Is Key decision?: No

Is subject to call in?: No




1)    work to improve the Council’s responsiveness to the community through the implementation of the Customer Access Strategy be endorsed, including:

·         improving the Council’s website through co-design with residents, businesses, partners, Members and colleagues.

·         redesigning services end to end to ensure to improve responsiveness through all

·         channels including face to face, phone, website and through social media including Contact Kingston.

·         focusing on performance to ensure we deliver a consistent service to the community we serve.

2)     A further progress report be presented to the Committee in six months,  prior to implementation of the new website.


Report author: Rebecca Peck

Publication date: 27/03/2019

Date of decision: 26/03/2019

Decided at meeting: 26/03/2019 - Community and Engagement Committee

Accompanying Documents: