customer care charter

CustomerCare
Edition Two September 2004
KCC is working hard to
improve Customer Care for all
of the people of Kent:
● whichever of our services you use, e.g. roads, schools,
buildings, country parks, social services, adult education,
or libraries.
● whether you are a resident, a visitor, a local business,
a member of staff or a partner organisation.
A range of customers from across Kent helped
us define the commitments set out in this leaflet
and we are using them to shape the way we do
business. We are defining standards of customer service
based on these commitments and will use them to train our
staff. We intend to build them into contracts with the service
providers who deliver on our behalf.
if you need us
we are here
if you want us
you can reach us
you can trust us
to do our best
We are realistic about what we can do, understand
our resources are limited and we know we can’t change
things overnight, but we are determined to make
a difference for you.
www.kent.gov.uk
KCC Contact Centre
Tel No: 08458 247247
Customer care is important to everyone in KCC

Involving our customers
CustomerCare
We will make sure we understand what our customers need,
and develop our services around our customers’ expectations.
We will:
● regularly ask customers for their opinions about our services.
● ensure that our customers help shape the services
we deliver.
● be honest about what we can do and what we can’t.
Our people
We recognise that we rely on our staff to deliver great
Customer Care. We will:
● ensure our staff are trained and competent to deliver
our services.
● ensure our staff treat every user of KCC services as we
would wish to be treated ourselves with respect, courtesy
and understanding.
● train every member of staff, and every elected Member, in
Customer Care.
Reaching us
We will provide different ways to help people contact us and
access the services they need. We will:
● make information about KCC and its services easily available.
● publish opening hours and describe how to access services.
● provide a welcoming, friendly environment, easily accessible
to all.
Customer care is important to everyone in KCC

How we communicate
CustomerCare
We want to make every contact a positive experience for our
customers. We will:
● always listen carefully to what customers and colleagues say.
● be polite and honest.
● give a contact name and details.
● let people know what will happen next.
● point people in the right direction if we can’t help.
● provide a suitable environment and ensure confidentiality.
● write letters, emails and publications that are easy to read
and understand.
● respond to letters and emails promptly and when that is not
possible, we will send an acknowledgement with details of
who is dealing with the matter.
● let people know if there will be a delay in responding.
● ensure answer-phone messages are clear and tell people
when to expect a reply and offer an alternative contact.
Measuring how we perform
We want to make sure that our commitment to Customer Care
is making a difference, and we will assess our success by
measuring what our customers value. We will:
● seek regular feedback on Customer satisfaction.
● publish details of how customers can tell us about
complaints, pay compliments and give us feedback.
● investigate all complaints thoroughly, as quickly as possible,
and learn from mistakes.
● set specific Customer Care standards and publish the results.
Customer care is important to everyone in KCC

CustomerCare
How we are doing Update September 2004
One of the ways we measure how we’re doing is through regular public satisfaction surveys. In our
most recent survey three quarters of respondents were satisfied with the way KCC runs things overall.
This is an increase of 17% since 2001 ranking us among the best councils in the UK.
However, we are not complacent, and we are already taking action to help us live up to the commitments
in this leaflet and further improve Customer Care in KCC. In 2003 we set a series of targets. Since
then we have launched a new residents’ panel, established local boards, conducted a major customer
satisfaction survey, held a carers’ week, set up seven new library user groups and piloted longer
opening hours.
For our staff we have published core standards of behaviour, trained 2000 in Customer Care, held a
Customer Care Week and had 500 nominations for Quality Service Awards from customers across Kent.
We have refreshed our website and introduced ‘Frequently Asked Questions’. Our Contact Centre is now
open for business 24 hours a day, seven days a week.
In addition, several new initiatives are underway. Our targets are outlined below:
KCC Action
● Produce a standard for customer–friendly reception
areas across KCC.
● Complete an audit of disabled access for all of
KCC public buildings.
● Customer Care Week – promoting activities that
put the customer at the heart of everything we do.
● Set up ways to keep you informed about what
we have done in response to listening to our
Resident’s Panel.
● Expand our Contact Centre to 150 staff answering
the phone.
● Training 15,000 staff in core standards of
behaviour.
● Continue our commitment to make 100% of our
services (where appropriate) available electronically.
Target Date / Progress Update
● Improvement work to Sessions House Reception,
incorporating the standards, due to complete in
the autumn of 2004.
● October 2004.
On target to complete an audit of more than 300
buildings to improve access for everyone.
● December 2004.
● December 2004.
If you are interested in joining the Panel please
contact us on 0800 0930 522.
● March 2005.
● On target for completion by April 2005
● On target for December 2005.
Your comments
If you would like to comment on KCC’s approach to Customer Care, please send your views to:
Customer Care Room 1:20, Sessions House, County Hall, Maidstone, Kent, ME14 1XQ
or email: customer.care@kent.gov.uk
This document is available in alternative formats and can be explained in a range of languages.
Telephone 01622 221163 or email: diversityinfo@kent.gov.uk
Customer care is important to everyone in KCC