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…the delivery of our services. Customer feedback helps us to improve our…stalbans.gov.uk/contact-us/customer-feedback.aspx Exceptions to the Policy…stalbans.gov.uk/contact-us/customer-feedback.aspx Compensation/Goodwill Gestures If… /www.stalbans.gov.uk/Images/Complaints%20Policy%20-%20August%202018_tcm15 Last updated: 17 May 19

SA LocalCodeGovernance2015-16 tcm15-51483

…Board (Cab),Cabinet & Scrutiny Committees Audit Committee Customer Excellence award Consultation – “Your Views” section on…Views” section on website & Consultation guide Customer feedback and research Community Survey Internal and… /www.stalbans.gov.uk/Images/SA_LocalCodeGovernance2015-16_tcm15-51483.pdf Last updated: 28 Oct 19

Council Performance and Budget Summary (September 2014)_tcm15-45834

Council Performance & Budget Summary September 2014 The monthly performance summary outlines trends in information the Council uses to monitor and manage service delivery. Where relevant, it includes performance against… /www.stalbans.gov.uk/Images/Council%20Performance%20and%20Budget%20Summar Last updated: 20 Dec 19

Slide 1

…evidence • Regular press releases seek feedback from residents 3.3 Enables…Performance): – Council performance scrutiny – Monitoring Customer Services Hub pilot and roll…12 Topic Examined Outcomes Monitoring Customer Services Hub pilot and roll… /www.stalbans.gov.uk/Images/Annual%20report%20of%20Overview%20and%20Scrut Last updated: 10 Oct 19

Council Performance and Budget Summary (March 2015)

…housing stock is fully utilised. Customer Service measures update Telephone Contact…summer period usually sees less customer contact than at other times…doctor’s surgery). ? From September customer feedback has been collected on the… /www.stalbans.gov.uk/Images/PR_PerformanceBudgetSummary201709_tcm15-62203 Last updated: 20 Dec 19

PR PerformanceBudgetSummary201603 tcm15-54001

Council Performance & Budget Summary March 2016 The monthly performance summary outlines trends in information the Council uses to monitor and manage service delivery. It shows performance against relevant targets. … /www.stalbans.gov.uk/Images/PR_PerformanceBudgetSummary201603_tcm15-54001 Last updated: 20 Dec 19

PR PerformanceBudgetSummary201609 tcm15-56066

Council Performance & Budget Summary September 2016 The monthly performance summary outlines trends in information the Council uses to monitor and manage service delivery. It shows performance against relevant targets. … /www.stalbans.gov.uk/Images/PR_PerformanceBudgetSummary201609_tcm15-56066 Last updated: 20 Dec 19

PR PerformanceBudgetSummary201412 tcm15-47592

Council Performance & Budget Summary December 2014 The monthly performance summary outlines trends in information the Council uses to monitor and manage service delivery. Where relevant, it includes performance against … /www.stalbans.gov.uk/Images/PR_PerformanceBudgetSummary201412_tcm15-47592 Last updated: 20 Dec 19

Access to Services Inspection - St Albans City & District Council

…Services can be accessed through an effective Customer Service Centre, the Harpenden Information Centre and…inform access developments and consultation is inconsistent. Customer care/service standards are not embedded and… /www.stalbans.gov.uk/Images/access_to_services_inspection_tcm15-1615.pdf Last updated: 01 Nov 19

ICT Strategy 2017-2020 _tcm15-63106

…programme has three work streams: ? Customer Service Improvements ? Workforce Development ? Digital…It covers four key areas; ? Customer Experience ? Workforce Development ? Applications ? Infrastructure…iterative approach in response to customer feedback. ? Work with partners to explore… /www.stalbans.gov.uk/Images/ICT%20Strategy%202017-2020%20_tcm15-63106.pdf Last updated: 28 Oct 19

201402PerformanceandBudget tcm15-41857

…Community Value C. Spend on Consultants D. First World War Centenary Update E. Christmas Market Feedback F. Housing Strategy Recommendation That Cabinet notes the Council Performance and Budget Summary (February… /www.stalbans.gov.uk/Images/201402PerformanceandBudget_tcm15-41857.pdf Last updated: 20 Dec 19

PR PerformanceBudgetSummary201510 tcm15-51883

…Appendices A. Planning Update B. Customer Contact Update C. Workforce Update…Richard Shwe and Tracy Harvey Customer Service Excellence Award The Customer Services Team has achieved the…criteria include effective use of customer feedback, organisational culture, information and access… /www.stalbans.gov.uk/Images/PR_PerformanceBudgetSummary201510_tcm15-51883 Last updated: 20 Dec 19

PR PerformanceBudgetSummary201503 tcm15-48975

…result of more experienced collection crews and customer contact centre staff, and of residents becoming…resource to deliver service priorities and meet customer demands. This includes Housing (3 casuals in… /www.stalbans.gov.uk/Images/PR_PerformanceBudgetSummary201503_tcm15-48975 Last updated: 20 Dec 19

Microsoft Word - CUSTOMER SERVICES FAQs 2019.docx

PARKING SERVICES FAQs I’ve got a parking ticket what do I do? You can either pay the charge and bring the case to a close or challenge the parking ticket. You cannot do both - it must be one or the other. If you … /www.stalbans.gov.uk/Images/CUSTOMER%20SERVICES%20FAQs%202019_tcm15-59390 Last updated: 27 Sep 19

Council Performance and Budget Summary (March 2015)

…service has been undertaken. All case officers who have responsibility for providing the front facing customer service role have been interviewed. The Senior Management team continues to monitor workloads and… /www.stalbans.gov.uk/Images/PR_PerformanceBudgetSummary201803_tcm15-63889 Last updated: 20 Dec 19

Council Performance and Budget Summary (March 2015)

…include some added indicators and wider information on the new contract activities. These will include customer satisfaction, social value, health and safety, handyman services. Parking measures A new measure will… /www.stalbans.gov.uk/Images/PR_PerformanceBudgetSummary201903_tcm15-67228 Last updated: 20 Dec 19

PR PerformanceBudgetSummary201601 tcm15-53468

…on behalf of the planning department. In order to deal with increased call volumes, more customer service staff were made available to answer phones. This meant fewer staff were available… /www.stalbans.gov.uk/Images/PR_PerformanceBudgetSummary201601_tcm15-53468 Last updated: 20 Dec 19

numbered report template

…or whether they had been based on feedback from residents, research or CPA feedback. The…on feedback from residents, research or CPA feedback. The communications team are in a period… /www.stalbans.gov.uk/Images/O%26S%20Internal%20Perf%20Task%20and%20Finish Last updated: 10 Oct 19

Microsoft Word - $4pk0nxnx.doc

…Appendix B: Blank version of customer survey Appendix C: Responses to…survey Appendix C: Responses to customer survey multiple choice questions Appendix…meetings also focus on how customer experience can be improved and… /www.stalbans.gov.uk/Images/Leisure%20Facilities%20Task%20and%20Finish%20 Last updated: 10 Oct 19

Sport and Recreation Facilities Strategy Part 2

SECTION 4 INDOOR SPORT AND RECREATION FACILITIES SECTION FOUR - INDOOR SPORTS AND RECREATION FACILITIES Sport and Recreation Facilities Strategy - St Albans City and District Page 39 Indoor sports and recreation … /www.stalbans.gov.uk/Images/SP_SportRecreationFacilitiesStrategy_Part2_De Last updated: 29 Mar 19