20. Customer focus and responsiveness

 

20. Customer focus and responsiveness

Last updated | 23/03/2012

This page provides a list of evidence to support Organised to Deliver - customer focus and responsiveness and is listed by Service.

• Chief Executive's Service
• Education & Children's Services
• Housing & Community Care  

Chief Executive's Service

Document	Description
Complaints procedure	We intend to provide the best services possible. Sometimes, things may go wrong and if this happens we want to learn from our mistakes and improve the services we provide.
Complaints Report (October 2010 – March 2011) [pdf – 488kb]	This report outlines the performance of our Complaints Procedure for the period October 2010 to March 2011.
Customer Focus Strategy [pdf - 388kb]	This strategy details our commitment to customer focus and how we will deliver on this commitment.
Customer Service Standards	We are committed to providing an excellent level of service to our customers and this explains the level of service you can expect when contacting us in writing, by telephone or in person.
Customer Service Standards Report (April 2009 – March 2010) [pdf – 362kb]	As part of our drive on improving customer focus, performance against our standards are monitored and reported annually.
Freedom of Information Annual Performance Report 2010 [pdf – 346kb]	Freedom of Information performance is reported annually to the Executive Officer Team (EOT) and Scrutiny Committee.
Residents Survey and Citizens’ Panel	Viewfinder offers a cost-effective method of consultation, enabling well-targeted research and consultation using a robust sample with expected high response rates.
Scottish Public Services Ombudsman Reports 2010 [pdf - 326kb]	This report provides information about investigation reports published by the Scottish Public Services Ombudsman from May 2007 to October 2010 and complaints received by him about us in 2009-10.
SOCITM Better Connected Reports	Results from the annual survey of all UK local authority websites by the Society of Information Technology Management (SOCITM).
Viewfinder Reports	Viewfinder offers a cost-effective method of consultation, enabling well-targeted research and consultation using a robust sample with expected high response rates.

Education & Children's Services

Document	Description
Consultation and Community Engagement	Community engagement is the process of involving communities in the planning, development and management of services.  There are different degrees of engagement ranging from information sharing and feedback to consultation and active involvement.
Culture Matters - The Big Listen [pdf: 596kb]	This report provides members with information about a programme of engagement with current non-users and users of cultural services, which will inform the design of the services for the future.
Parental Involvement	The Parental Involvement Act was passed by the Scottish Parliament on 10 May 2006 and aims to support and encourage more families to become involved in the education of their children.
Parental Involvement Strategy Update [pdf – 310kb]	The update provides a report on the progress made in implementing the strategy which was launched in May 2009.
Statement of Intent and Policy Framework	The Service’s priorities, objectives and values are set out in the Statement which has been reviewed this year and realised through the Policy Framework.

Housing & Community Care

Document	Description
Complaints Report – Housing & Community Care [pdf – 352kb]	This report details the complaints received by the Service for April 2009 – March 2010.

To obtain a copy of any document that is not available on the website, or to find out more information, please contact:

Service	Telephone	Email
Chief Executive's Service	01738475046	chiefexec@pkc.gov.uk
Education & Children's Services	01738476200	ecsgeneralenquiries@pkc.gov.uk
Housing & Community Care	01738476000	housinginfo@pkc.gov.uk
The Environment Service	01738476476	es@pkc.gov.uk