We will achieve this outcome by:
- By 2023, publish our customer strategy, and a transformation plan to achieve a modern, customer first operating model by 2028. This will mean that the number of people who speak positively about the council will increase
- We will reduce the number of ‘front doors’ and bring more high-volume customer management and assessment into our professional customer services, Dorset Direct
- Embed our accessibility principles and assessment guidance within our strategy plans
- Adopt consistent organisational design principles to redesign services making the most of modern technology and understanding customer needs to provide the foundations for a one council approach
- Embed customer feedback across all high demand service areas to drive continuous service improvement, improving customer experience
Lead role / service:
- Head of Customer Services, Libraries and Archives
- Portfolio Holder for Culture, Communities and Customer Services
- We will develop our customer platform and customer account to provide easy to use, accessible, services, increasing the number of customers using online services independently or with assistance
Lead role / service:
- Head of Digital Strategy and Design
- Portfolio Holder for Corporate Development and Transformation
- We will invest and explore advances in technology, automation, artificial intelligence and digital ways of delivering services to increase productivity and help manage demand
- We will deliver an updated applications portfolio and roadmap, focus on implementing integrated systems and processes and provide good employee experiences
Lead role / service:
- Head of ICT Operations
- Portfolio Holder for Corporate Development and Transformation
- The council’s engagement and consultation processes will be reviewed and improved to ensure that residents’ views are sought, listened to and acted on
Lead role / service:
- Head of Strategic Communications and Engagement
- Portfolio Holder for Culture, Communities and Customer Services