The Council is proposing a range of improvements to the way its customers – including residents, businesses and visitors, can access its services: from paying council tax to applying for school places - in a way that suits them.  

Proposals in the Council’s Draft Customer Services Strategy 2022-25 include: 

• Standardising the experience that customers receive when they first contact the Council, so everyone receives a high-quality service regardless of what they need 

• Helping residents get online while supporting those who are not able to or need extra help  

• Modernising our services by building new channels, such as live chat and text, and using shared data between departments to improve how we work 

Cllr Danny Thorpe, Leader of the Council, said:

“We have spent two years managing customer services through a pandemic. During this time, we have learnt a huge amount about how to offer the most efficient service at extremely high volume; about opportunities to centralise services; and, most of all, that our residents expect more from us than ever before. 

“This is a chance for residents to tell us what they think of our proposals to offer better services, in a way that suits them, while offering more value for money. Please have your say.” 

Cllr Linda Perks, Cabinet Member for Finance and Resources, said:

“The vision of our Draft Customer Services Strategy is to have exceptional customer service at the heart of a modern and people-focused council. We will be at the forefront of meeting residents’ need - as well those of businesses and visitors.   

“We’re proposing that our services will be available across a range of channels, meaning all digitally confident residents can access them online while getting seamless help on other channels where they need it. At the same time, customers who struggle to get online will have our help to use services, through our work to reduce digital exclusion. Please tell us what you think by completing our survey.” 

The Draft Customer Services Strategy 2022-25 builds on the Council’s Digital Strategy that was published in November 2020.  

Have your say until Wednesday, March 9. 

To take part in the survey please visit: royalgreenwich.gov.uk/customerservicestrategy or call 020 8854 8888 to request a paper copy.