Customer Services Strategy

We will be holding a drop-in session at our Pippbrook offices in Dorking from 5 - 6.30pm on Tuesday 15 January for you to have your say on our draft five-year Customer Services Strategy.

Why do we need a Customer Services Strategy?

Mole Valley District Council (MVDC) recognises that its wide range of customers get in touch for a variety of reasons, from paying for a service to reporting a problem. Whatever the reason for contacting MVDC, customers want a quick and easy resolution wherever possible.

MVDC is committed to providing services in a variety of ways that enable this to happen. This includes delivering a 'digital first' approach which allows customers to access services 24/7 via the website, while still providing traditional ways of contact for those who need it.

The draft Customer Services Strategy 2019-24 is yet another way in which MVDC puts its customers at the heart of everything it does and looks to improve in order to meet customers' ever-changing needs and expectations. MVDC has already demonstrated its commitment to Customer Service through eight of its frontline services achieving Customer Service Excellence accreditation.

How can I get involved and have a say?

The views of customers are now being sought to ensure that the draft strategy, which will help shape how services are delivered in the future, meets their needs. You can have your say online by completing our short survey, which consists of only four questions. The survey questions replicate the areas of the strategy that we would like to hear your views on, so you do not have to look at the draft strategy before completing the survey. The draft strategy is available in the section below should you wish to do so however. The survey is available here:

**Customer Services Strategy Survey**

Drop-in Session

You are welcome to attend a drop-in session which will be held at the Council Offices in Dorking on Tuesday 15 January from 5 - 6.30pm. The drop-in will take place in 'Committee Room 1', which can be found by following 'Evening Meeting Accessible Route' signage located at the front of the building.

What does the draft Strategy look like?

It is vital that the strategy is set out in an accessible way, so that it is easy for a customer to look at and understand. A copy of the draft is available here:

**Customer Services Strategy 2019-24 Document**

Once the consultation period has finished and your views have been analysed and taken into account, the strategy will be finalised before it goes to Cabinet in March 2019.






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