Customer Services Department

Contact Centre and Customer First

Customer First Programme

Here at Barking and Dagenham, we are very proud of our staff, who have recently been reported as having the most 'friendly and polite' staff in a pan London survey.

We are especially pleased to learn that from 500 of own residents surveyed, 78% of them agreed.

Our aim is to extend this good practice to achieve excellence in the way we are dealing with our customers.

To do this, we are putting the customer at the heart of everything we do. We believe good things will happen when we work together.

Our Customer First team in the Customer Services Department, have taken on board an exciting new programme to help us succeed.

So what is Customer First?

In the past 2 years, we have radically changed the way we are developing our frontline services. Key to this is the introduction of our Customer First project team. Their role is to introduce a rolling programme of customer care improvement to provide modern, quick and effective council services, being led by the Head of Contact Centre and Customer First.

Coupling this, the Customer First team are working on new initiatives to improve our customer care standards and involving our customers. Our main objectives and aims:

Our objectives:

To raise the trust in our services and staff and the reputation of the borough
To achieve excellence in our customer care across the authority
To extend our new contact centre facility called Barking and Dagenham Direct
To introduce 2 one stop shops to the borough
To improve frontline facilities across the borough to at least a 3 star standard
To achieve excellence in our customer care across the authority

Our aims:

To extend our new contact centre facility by incorporate services from across the authority
To launch a new one stop shop in Barking followed by a second in Dagenham to corporate a number of services that are best provided face to face
To introduce revised new customer care standards
To introduce a new staff customer care campaign to support staff in achieving excellence in our customer care
To launch a new external campaign inviting customers to tell us what they think of our services and capture a picture of where customers feel we are now by listening to:
- Positive feedback, so we can learn from it
- Negative feedback so we can correct it; and
- Customers ideas to help us continuously improve

Contact

Abimbola Odunsi

Head of Barking and Dagenham Direct

Roycraft House

15 Linton Road

Barking

IG11 8HE

Tel: 020 8215 3000

Fax: 020 8227 5799

Textphone: 020 8227 5585

Email: abimbola.odunsi@lbbd.gov.uk|