Issue details

Customer Service Excellence (CSE) (encompasses Customer Service Strategy 2009-2012)

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See also:

· Service First (project begun in 2005, leading to first Customer Service Strategy)

· Customer Service Strategy 2007-2010 (including Review of Complaints and Compliments Procedure)

Decision type: Non-key

Decision status: Recommendations Approved

Decision due: 6 January 2011 by Scrutiny and Overview Committee Chair

Decision due: 18 January 2011 by Policy and Performance Portfolio Holder

Response to pre-assessment held beginning of December

Decision due: 5 February 2011 by Policy and Performance Portfolio Holder

Update Report

Decision due: 17 May 2011 by Policy and Performance Portfolio Holder

Final Report

Decision due: 13 October 2011 by Policy and Performance Portfolio Holder

Lead member: Policy and Performance Portfolio Holder

Department: (All Services)

Contact: Rachael Fox-Jackson, Customer Contact Manager Tel: 01954 713173.

Decisions

24/09/2009 - Customer Service Excellence Project Plan
16/02/2011 - Customer Service Excellence (CSE) Update
25/03/2011 - Customer Service Excellence Action Plan
22/09/2011 - Customer Service Excellence
13/10/2011 - Customer Service Excellence - Next Steps

Agenda items

23/07/2009 - Sustainability, Procurement and Efficiency Portfolio Holder's Meeting Customer Service Strategy 2009-2012: Outcome of self-assessment 23/07/2009
24/09/2009 - Sustainability, Procurement and Efficiency Portfolio Holder's Meeting Customer Service Excellence Project Plan 24/09/2009
30/09/2009 - Weekly Bulletin Customer Service Excellence (CSE) Project Plan 30/09/2009
11/03/2010 - Policy and Performance Portfolio Holder's Meeting Customer Service Excellence (CSE) Project Plan 11/03/2010
20/07/2010 - Policy and Performance Portfolio Holder's Meeting Customer Service Excellence (CSE) Update 20/07/2010
20/07/2010 - Policy and Performance Portfolio Holder's Meeting Customer Service Performance including Complaints/Compliments 2009/10 - End of Year Report 20/07/2010
20/07/2010 - Policy and Performance Portfolio Holder's Meeting Customer Service Performance 2010/11 - Q1 20/07/2010
16/11/2010 - Policy and Performance Portfolio Holder's Meeting Customer Service Performance 2010/11 - Second Quarter 16/11/2010
16/11/2010 - Policy and Performance Portfolio Holder's Meeting Customer Service Excellence (CSE) Update 16/11/2010
06/01/2011 - Scrutiny and Overview Committee Customer Service Excellence (CSE) (encompasses Customer Service Strategy 2009-2012) 06/01/2011
15/02/2011 - Policy and Performance Portfolio Holder's Meeting Customer Service Performance 2010/11 - Third Quarter 15/02/2011
15/02/2011 - Policy and Performance Portfolio Holder's Meeting Customer Service Excellence (CSE) Update 15/02/2011
16/02/2011 - Weekly Bulletin Customer Service Excellence (CSE) Update 16/02/2011
23/03/2011 - Weekly Bulletin Customer Service Excellence - Democratic Services 23/03/2011
24/03/2011 - Scrutiny and Overview Committee Customer Service Excellence Action Plan 24/03/2011
09/06/2011 - Policy and Performance Portfolio Holder's Meeting Customer Service Performance 2010/11 - End of Year Report 09/06/2011
06/09/2011 - Scrutiny and Overview Committee Customer Service Excellence 06/09/2011
13/10/2011 - Policy and Performance Portfolio Holder's Meeting Customer Service Excellence - Next Steps 13/10/2011
19/10/2011 - Weekly Bulletin Customer Service Excellence - Next Steps 19/10/2011
02/11/2011 - Weekly Bulletin Customer Service Excellence - Next Steps 02/11/2011
03/11/2011 - Scrutiny and Overview Committee Learning from Customer Feedback - report of the Task & Finish Group 03/11/2011
06/03/2012 - Northstowe and New Communities Portfolio Holder's Meeting Learning from Customer Feedback (Celebrating Success and Sharing Best Practice) 06/03/2012
20/03/2012 - Finance and Staffing Portfolio Holder's Meeting Learning from Customer Feedback (Celebrating Success and Sharing Best Practice) 20/03/2012

Documents