Decision details

The Committee considered a draft Customer Services Strategy based on customer input, market research and benchmarking information which sought approval from the Committee.  The Strategy was supported by a revised Customer Services Charter which also sought approval by the Committee.

Decision

1.    Noted the results of the customer consultation attached at Appendix 1 to the report by the Executive Director.

2.    Considered the draft 2015-2019 Customer Service Strategy including revised Customer Service Charter and associated action plan attached at Appendix 2 to the report by the Executive Director and approved this.

3.    Approved the outline business case for replacement customer contact systems attached at Appendix 3 to the report by the Executive Director and associated revenue and capital consequences.

4.    Approved the tendering approach on a collaborative basis with Highland Council as the preferred option but if not possible Argyll and Bute Council to progress on an individual basis.

5.    Approved the earmarking of £94,680 from year end underspend in Customer Services to be carried forward to meet the additional one-off revenue requirements in 2015/16 and 2016/17 for the replacement customer contact systems.

(Reference:  Report by Executive Director – Customer Services dated 2 February 2015, submitted)