BLOG | Our Promise to residents…
Deputy Council Leader and Cabinet Member for Transformation, Cllr Ruth Bennett, writes about ‘Our Promise’, the council’s new approach to customer service…
Every day, Liverpool City Council touches the lives of half a million citizens.
Refuse staff sweeping your roads and emptying your bins.
School Crossing Patrols helping your child cross the road.
Carers helping your nan or grandad back on their feet.
Social workers supporting vulnerable families and young people.
This is just a snapshot of the roles of our 5,000 staff.
They are striving to make a positive difference to our city every single day.
And we know from resident feedback that you really appreciate their work.
But, as with any complex organisation delivering hundreds of different services, on occasion we get it wrong.
We know that and, as part of our improvement journey, we want to make sure we acknowledge it, and put things right.
Our Promise is a commitment to provide excellent customer service, always prioritising the needs and interests of you – our residents.
It is based on three clear principles: that we keep it simple, personal and caring in all our interactions with residents, businesses, visitors, colleagues or partners.
By formally setting them out we can ensure we have a consistent approach, and you know what you can expect from us.
It sits alongside a wider investment we are making into our systems and processes.
The aim is to provide you with better access to services online, over the phone, or in-person, along with real-time updates and easy access to information, keeping you up-to-date with an inquiry you have made.
It forms part of our ‘Customer Experience Improvement Plan’, designed to address resident feedback that has called for more integrated, responsive and user-friendly services.
We are determined to deliver high quality services which reflect the needs of our residents and communities and which are not only efficient, but also truly accessible to everyone in our community.