Decision - Customer Experience Strategy

Brighton and Hove Strategy, Finance & City Regeneration Committee Decided 7 Dec 2023 approved GET /api/coverage

Decision maker

Strategy, Finance & City Regeneration Committee

Report author

Rima Desai

Published

19 Dec 2023

Reference

7102

As published

the council's own words, unedited

1) That the Committee approves the Customer Experience Strategy as set out in Appendix 1.

Parsed from the document

gpt-5.6-luna-2026-07-09 · 7504/829 tokens · 5956ms · parsed 9 Sep 2026 12:06

Everything below was read out of a PDF by a model It is useful and it is not authoritative. The document it came from is linked in the rail, and where the two disagree the document is right.

The draft strategy sets out how Brighton & Hove City Council aims to improve customer experience through its vision of getting things right first time, every time. It proposes improving online and telephone services, accessibility, complaint handling, staff training, cross-council working and the use of customer feedback.

Recommendation

Implement the Customer Experience Strategy and its planned actions, with the Customer Experience Steering Group responsible for implementation and monitoring effectiveness through staff engagement, customer feedback and performance data.

Financial impact

No specific financial amount stated; the strategy notes reduced council funding and limited resources.

Ward affected

city-wide

Date in document

22 Nov 2023

Stakeholders named

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ResidentsVisitors to the cityBusinessesStudentsService users and their representativesCouncil tenantsPeople who are digitally excludedPeople with accessibility or communication needsCouncil staffCouncillorsCustomer Experience Steering GroupCustomer Experience Ambassadors

Next steps

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Implement the actions set out in the strategy.
Continue work to improve online services and introduce a new council-wide telephony system.
Review Customer Service Centre provision, accessibility and digital inclusion support.
Undertake process reviews of high-volume services under the One Council approach.
Improve proactive communication and complaint handling.
Refresh the Customer Experience Ambassador project.
Use mystery shopping, best-practice guidance and staff training to improve service delivery.
Monitor progress through customer feedback, councillor and staff feedback, complaints data and customer-contact metrics.

Precedents

not built

"Decided elsewhere" is not built Finding the same decision in other councils needs semantic matching over decision text, which is part of the search rewrite. Until then, the council's own decisions list is the way through.