Customer Access Strategy - User Group Expression of Interest

Closed 1 Feb 2024

Opened 1 Feb 2023

Feedback updated 24 Aug 2022

We asked

Kensington and Chelsea Council has launched a Customer Access Strategy aimed at improving the experience residents have when they contact us. We are committed to the strategy and to working together to achieve the ambitions in the strategy. We believe in co-design and want to form this user group to listen to the voices of those representative of the borough.

You said

There were a total of 80 expressions of interest from across the borough. Thank you to everyone who expressed their interest in being part of the user group.

We did

The Service Standards Project team selected members of the user group based on the demographic make-up of the borough to ensure the group is as broadly representative as possible. 

Overview

Kensington and Chelsea Council has launched a Customer Access Strategy aimed at improving the experience residents have when they contact us, and we want you to be part of it!  

As part of the work to deliver the strategy we would like to work with people who live, work or study in the borough on a variety of projects, all with the aim of improving the experience people have when using Council services.

What’s happening?
We are committed to the strategy and to working together to achieve the ambitions in the strategy. We believe in engagement and co-design and want to ensure we listen to the voices of those representative of the borough.

We will be asking a diverse range of enthusiastic, interested people to participate in a variety of current and future projects on topics such as the Council recruitment process, how our telephone and face to face services work for residents, and online service development.

What will I be doing? 
Once you register an interest in participating in the programme, your contact details will be added to our Customer Access Strategy database. Once a new project requiring resident participation is initiated, the Customer Access Strategy team will use the database as a basis for sending invites to those who have expressed an interest in being involved. Depending on levels of interest, we will not be able to include everyone but will select a sample of people that are broadly representative of our borough.  

When, where and how will sessions take place? 
The dates, times and location for each participation session will be communicated with interested residents well in advance. The sessions will be hosted in person in the first instance, but these could be moved online if necessary.  

How long will my contact details be kept on the database? 
Your contact details will be stored until the end of the Customer Access Strategy Programme.

What is in it for me? 
People who participate with our projects will have the opportunity to influence how the Council delivers its customer services moving forward. 

You will also be given an incentive for participating, often in the form of a retail voucher.

We are committed to being inclusive with our participants and recognise there may be some barriers to your involvement. We’ll work with you to overcome these to ensure the group is as diverse as possible.  In recognition of your willingness to contribute, we will be able to support volunteers with issues relating to accessibility, travel and alternative care expenses.

Further information

If you have any questions about our projects, would like to complete the survey over the phone, request a paper copy of the information or require assistance in other languages, please contact the Customer Access Programme Team via email casusergroup@rbkc.gov.uk.

Areas

  • All Areas

Interests

  • Customer Services