Introduction

In creating a customer experience strategy our motivation is simple; we want to make sure our services deliver what you really want, when you want, and that you are able to access those services in a way that suits you best.

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Councillor Andy Wilson

The challenge for all local authorities is to provide excellent customer service to our residents in a period of diminishing resources. To help us achieve this, we are introducing new customer standards which will clearly set out our promise to you and how we will go about improving our services.

We have redesigned our customer contact centre in response to what users of the Town Hall said was working, and what was not; we have also launched our digital strategy that will enable even greater access to our services using modern technology, providing support for those who need it to ensure that no one is disadvantaged.

The customer experience strategy has not been written to gather dust on a virtual bookshelf, but rather has been designed to be responsive - we will continue to listen and work collaboratively with you, our residents, to understand the changes we need to make to improve our services and to measure our success in delivery.
We love Lambeth, as you do: its vibrancy and culture, and in delivering this strategy we will make significant improvements to how we serve you, therefore ensuring our borough continues to thrive.

Councillor Andy Wilson
Cabinet Member for Finance and Performance

"This strategy outlines the transformation we want to achieve within the council. We want all customers to receive an accessible, efficient, and excellent customer experience and we are committed to delivering this"

Bayo Dosunmu
Strategic Director Resident Services