Customer Access Strategy 2026 to 2029
Summary:
The new Customer Access Strategy 2026 to 2029 outlines how the Ipswich Borough Council will continue to transform service delivery; provide excellent service to customers and deliver value for money to the taxpayer.
In the post-COVID landscape, emerging digital advancements offer significant opportunities for the Council, and it is understood that customers’ preferences and behaviours in how they engage with us are evolving. To meet these changing needs, the Council are committed to embracing advancing digital technologies, accelerating service access and supporting the greater desire for flexibility in customers’ busy lives.
Whilst we are dedicated to leveraging technology to transform service delivery, making it simpler and more accessible for customers, we acknowledge that digital is not for everyone.
Improving our online offerings will help reduce the need for many to call us, which means that our phone lines will be freed up for those who prefer non-digital channels or have a more
complex query.
The Customer Access Strategy 2026 to 2029 reflects our pledge to put our customers at the heart of everything we do. Despite increasing budget pressures, we will remain focused on listening to customer feedback and delivering services that meet their needs effectively and efficiently.
Core Aims:
PURPLE VISUAL DESIGN FOR EACH CORE AIM (that can be used for social media posts as well)
The Customer Access Strategy 2026 to 2029 is built around five core aims:
[INSERT IMAGE FOR CORE AIM 1 HERE?]
1. Customers at the Heart of Everything We Do - We design and deliver services
shaped by customer feedback and needs, ensuring relevance, responsiveness,
and high-quality outcomes.
[INSERT IMAGE FOR CORE AIM 2 HERE?]
2. Resolving Queries at First Point of Contact - We strive to resolve queries promptly
and effectively at the first point of contact, delivering a seamless and professional
experience that reflects our commitment to service quality.
[INSERT IMAGE FOR CORE AIM 3 HERE?]
3. Flexible Services That Adapt to Changing Needs - We provide enhanced access
and availability to services 24/7, ensuring they remain inclusive, reliable, and
responsive to evolving customer expectations.
[INSERT IMAGE FOR CORE AIM 4 HERE?]
4. Digital First Approach - We offer intuitive, user-friendly digital services as the first
choice — designed to meet high standards of accessibility, accuracy, and ease of
use.
[INSERT IMAGE FOR CORE AIM 5 HERE?]
5. Maximising the Use of Technology - We harness innovative technology to elevate
the customer experience, improve service delivery, and maintain consistent quality
across all channels
Frequently Asked Questions (FAQs):
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TBC - Calls to action (if any):
Look out for updates in Ipswich Direct from the end of January???
Contact ???