Promotional campaign to increase user numbers for these channels. Develop Cumbria Highways email bulletins within GovDelivery, this will include: Generic highways bulletin to provide weekly/monthly round up of activity. Specific email bulletins for major projects. Locality specific bulletins to provide monthly update on on-going and planned road works. Review the provision of offline information, for example letters/leaflets to local residents, to ensure a consistent and appropriate approach. Engagement We will: Review the approach to consultations and other forms of opinion research to ensure quality and consistency across the county. Establish a consistent approach to engagement with Members, and other district and parish councils. Review the operation of the Highways Hotline from a customer service perspective and develop improvements as required, including gathering customer feedback. Review the of compliments, comments and complaints through the formal process and service’s handling council’s make improvements as required to ensure consistent and high quality approach. Develop consistent approach to managing and responding to customer feedback received via any channel. Brand We will: Review the Cumbria Highways visual brand to ensure it is fit for purpose and consistently and appropriately applied across staff, vehicles, signage and other points of public visibility. Establish a set of clear brand values for Cumbria Highways (complimentary to the corporate behaviours) which council’s can used as basis for discussion around performance and quality. Internal We will:
Promotional campaign to increase user numbers for these channels. Develop Cumbria Highways email bulletins within GovDelivery, this will include: Generic highways bulletin to provide weekly/monthly round up of activity. Specific email bulletins for major projects. Locality specific bulletins to provide monthly update on on-going and planned road works. Review the provision of offline information, for example letters/leaflets to local residents, to ensure a consistent and appropriate approach. Engagement We will: Review the approach to consultations and other forms of opinion research to ensure quality and consistency across the county. Establish a consistent approach to engagement with Members, and other district and parish councils. Review the operation of the Highways Hotline from a customer service perspective and develop improvements as required, including gathering customer feedback. Review the service’s handling of compliments, comments and complaints through the council’s formal process and make improvements as required to ensure consistent and high quality approach. Develop consistent approach to managing and responding to customer feedback received via any channel. Brand We will: Review the Cumbria Highways visual brand to ensure it is fit for purpose and consistently and appropriately applied across staff, vehicles, signage and other points of public visibility. Establish a set of clear brand values for Cumbria Highways (complimentary to the council’s corporate behaviours) which can used as basis for discussion around performance and quality. Internal We will:
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