Customer Experience

Delivering a positive experience to customers, delivering services to residents and businesses, enabling people to report and request services, dealing with enquiries and enabling people to access information – are core to the business of the Council.

That’s why we are developing a Customer Experience Strategy to support our aim of delivering a consistently positive experience to all our customers by 2021.

The strategy will underpin the guiding principles in the Corporate Plan and enable us to implement a ‘golden thread’ approach to customer experience with a promise to be: friendly and helpful; clear and concise; and to act with honesty and respect.

We have already started testing our new approach and will continue to review progress to 2021 and beyond.

There are currently five programmes within the Customer Experience Strategy:

  1. Learning, development and cultural change – investing in staff across frontline services to ensure they have the skills and support they need to deliver the customer promise.
  2. Customer journey improvement –process and service re-design work, using what customers experience and need as our guide, starting with three journeys: planning enquiries, housing repairs, and recruitment and induction.
  3. Customer insight and performance management – making sure staff and managers have the data we need to make effective decisions and target resources appropriately.
  4. Demand management – finding and fixing the errors that lead to high customer contact levels, as well as developing the ways we can enable greater self-help and self-service.
  5. Enhancing the digital offer for the customer – improving the website and the Enfield Connected account within it, so that customers get reliable information and resolution of service requests.
  6. Face to face access centres –making council and partner services more accessible through libraries.

Read our full Customer Experience Strategy here.

Sue Nelson, Director of Customer Experience