As our organisation transforms and adapts to this approach, we will need to revisit the way in which we deliver services, placing the Customer at the heart of everything we do and ensuring every pound spent is delivering results and outcomes for people. The generic term is used throughout the Customer Service ‘customer’ Policy, however the Policy also fully recognises that size’ does not ‘one fit all. KCC provides a wide range of services to its customers, varying enormously in nature and delivery imperative. Customers themselves of course vary in their requirements, preferences and personal barriers to accessing services. In taking forward this Customer Service Policy, KCC recognises its duties with regard to its diverse range of customers and in particular the requirements of equalities legislation and protected characteristics. The Customer Service Policy has been informed by the following strategies and policies; Facing the Challenge Delivering Better Outcomes 2013 • – Outcomes Framework 2015 • Commissioning Framework 2015 • Complaints, Comments and Compliments Policy • Inclusive communication guidelines 2015 • Information Governance policy 2013 • The National Digital Inclusion Charter • Aims and Objectives The Customer Service Policy describes KCC’s commitment to customers, and is described in three core principles which should be applied across the board when delivering services to customers. Service owners and commissioners must ensure that this policy and its principles are adopted throughout the supply chain. This Policy will be supported by the Commissioning Framework, allowing KCC to hold all service providers to account for ensuring our customers have a good customer experience. The Customer Service Policy aims to provide this set of guiding principles for all services which must be applied to regardless of provider. Principle 1: Delivering Quality As KCC moves to become a strategic commissioner of services, there will many service providers. These Providers will be required to meet agreed levels of service across various channels with consistent quality and standards. A set of minimum service standards will be developed for each service in line with customer needs.
As our organisation transforms and adapts to this approach, we will need to revisit the way in which we deliver services, placing the Customer at the heart of everything we do and ensuring every pound spent is delivering results and outcomes for people. The generic term ‘customer’ is used throughout the Customer Service Policy, however the Policy also fully recognises that ‘one size’ does not fit all. KCC provides a wide range of services to its customers, varying enormously in nature and delivery imperative. Customers themselves of course vary in their requirements, preferences and personal barriers to accessing services. In taking forward this Customer Service Policy, KCC recognises its duties with regard to its diverse range of customers and in particular the requirements of equalities legislation and protected characteristics. The Customer Service Policy has been informed by the following strategies and policies; • Facing the Challenge – Delivering Better Outcomes 2013 • Outcomes Framework 2015 • Commissioning Framework 2015 • Complaints, Comments and Compliments Policy • Inclusive communication guidelines 2015 • Information Governance policy 2013 • The National Digital Inclusion Charter Aims and Objectives The Customer Service Policy describes KCC’s commitment to customers, and is described in three core principles which should be applied across the board when delivering services to customers. Service owners and commissioners must ensure that this policy and its principles are adopted throughout the supply chain. This Policy will be supported by the Commissioning Framework, allowing KCC to hold all service providers to account for ensuring our customers have a good customer experience. The Customer Service Policy aims to provide this set of guiding principles for all services which must be applied to regardless of provider. Principle 1: Delivering Quality As KCC moves to become a strategic commissioner of services, there will many service providers. These Providers will be required to meet agreed levels of service across various channels with consistent quality and standards. A set of minimum service standards will be developed for each service in line with customer needs.
Item_B1__EQiA_Customer_Services_Updated_27_07_13_V1_3_Appendix_C.docx