The Director of Neighbourhood Services introduced the report which set out the Customer Experience Strategy and how it would be achieved over the following four years. The Customer Experience Strategy was one of a suite of five strategies that shaped the Council’s new operating model and delivery on its improvement plan. One of the key underpinning principles of the Wirral Plan was “Relationships -Working with residents, partners, businesses and communities for a better Wirral”. The Customer Experience Strategy set out how the Council would engage with all customers to improve those relationships.

Members welcomed the strategy but raised concerns over customers who were digitally excluded. In response, the Director of Neighbourhood Services outlined that there would be different channels of communication and that sometimes there was enough information on the website but for more complex issues kiosks would be introduced in libraries for residents to have face to face appointments with trained members of staff to support them.

In response to Member queries around volunteers being trained to support residents it was outlined by the Senior Manager – Engagement that the strategy included details of digital inclusion partnerships and so assets that had been transferred to volunteer groups would receive support in offering guidance to members of the public and it was further emphasised by the Assistant Director – Leisure Libraries and Customer Engagement that the Council would explore all avenues to distribute the strategy such as social prescribers.

Resolved – That

(1)  the Customer Experience Strategy as set out in appendix one of the report be approved.

(2)  the Customer Charter as set out in appendix two of this report be approved.