Customer Transformation Plan

This Customer Contact Strategy will outline the vision for Blaenau Gwent County Borough Council to improve customer experience and engagement through best use of access channels, with an emphasis on promoting and enabling the customer to serve themselves via digital means.

This will deliver greater choice, allow the Council to deliver value for money services, ensure we can place resource in the areas of greatest need, and supports the delivery of Council priorities.

This strategy will replace the previous Customer Service Strategy. This document outlines the approach by which the Council will manage customer service contact with all its customers.

Principles around how the Council sets out service standards will be covered within this document and also focus on the approaches that best structure our access channels.