As part of its ongoing focus on customer service Argyll and Bute Council has had a Customer Service Charter since 2010 and checks performance against the Charter’s pledges using a number of automated customer surveys and internal monitoring exercises. The Charter tells customers the standards of response they can expect from council employees depending on how they contact us.
In February 2021 the council completed a review of the impact of the lockdown and pandemic on how customers wanted to engage with the council to request services. There had been a significant switch to digital channels by customers during lockdown. Customer Service Points were reopened in August 2022 on a reduced hours basis for walk in and appointment only in the afternoon. Many services that previously could only be done face to face (such as registration of births and deaths) can now legally be done remotely using digital mediums. The council will therefore be reviewing its Customer Service Strategy over the winter of 2022/23.
Customer Service Development and Support Manager
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