Draft Customer Engagement Strategy and Customer Service

Charter www.consultationhub.edinburgh.gov.uk

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Transformational Change Programme • Council’s

overarching approach to change

• Channel shift is a key priorities

• Moving customers from direct contact to online and social media

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Planning and Building Standards – our customers

• Diverse range of customers competing for our services

• Phone calls and email are main ways of contacting us

• Volumes unsustainable in the long term

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Customer Surveys and Informal Feedback • Agents want more face to face contact for small building warrant

applications; • More information on when officers are available for meetings /

inspections; • Quicker response times; • Online forms would allow information to be gathered more easily; • Inconsistency of advice is a problem; • Online building warrant submissions should be the same as for

planning; • Planning help desk phone not being answered; • Online planning guidance not easy to find; and • Improved communication skills required

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Consulting our Customers

• Use of Council’s Consultation Hub

• Refreshing the Edinburgh Planning Concordat

• More innovative approach to consulting on development plans

• Bespoke consultation meeting the needs of communities

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Changing our Customer Contact Channels NOW • Phone • Face to face • Email • Website • Letters • Webcasting • Public meetings • Planning Blog • Twitter • Documents • Councillors/MSPs

FUTURE • Enhanced website with

knowledge base functionality • Social media • Online enquiry forms • Phone calls via Customer

Contact Centre • Face to face meetings for major

and complex planning applications

• Consultation Hub • Mobile ‘apps’ and interactive

development plans

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Enhanced online services

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Draft engagement strategy – key messages

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• Key message 1: How we will consult • Key message 2: How we will communicate • Key message 3: Planning information and

records

• Key message 4: Customer journey of the future

A new Customer Charter

• What the customer can expect • Service standards • Performance targets • Information requests • Complaints

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Draft customer service charter – key messages

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• Key message 1: Greater use of online channels for contact • Key message 2: More online ways to get involved in development

proposals • Key message 3: Pre-application consultation on major

developments • Key message 4: Planning application notifications • Key message 5: What to expect when commenting on an

application • Key message 6: Building warrant application checks • Key message 7: Seeking planning advice via an online form • Key message 8: Requests for information will be pointed online or

via an online form

Summary

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• The Council is changing • Demand on our service is increasing • Planning and Building Standards

• Improve our online information • Information easier to access and

understand • Support customers through change • Improve the customer experience • Continue to adapt to new ways of working

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www.consultationhub.edinburgh.gov.uk

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