Customer and Corporate Services

Customer and Corporate Services is leading Customer Services provision and supporting Members and Chief Officers. The main functions are:

Aims and ambitions

Service First - Delivering the culture, skills, tools and infrastructure to improve the experience of customers contacting the Council
Provide high quality and value for money corporate infrastructure that enables the Council and our partners to put our customers first and to value staff
To enable the organisation to attract, retain and manage a workforce that has the right skills and potential to realise Hackney’s vision and deliver its strategic & service objectives

‘Service Seven’ - corporate customer care standards launched
Answered 90% of calls made to the HSC, responding to 81% at first point of contact and introduced 8 till 8 opening hours
Construction began on the Customer Services Centre following the opening on schedule of 2 Hillman Street, with 240 staff relocated
Contract for the refurbishment of Stoke Newington Assembly Halls on target for 2008
Maintained Investors in People status against the new higher standard
New Registration software installed and a faster registration service for births and deaths
“Public Service Promise” programme initiated – customer care pledge of No Wrong Door. Shared training for front of house staff. Back Office Services Integration and Co-location Working Groups has commenced and research commissioned.
Joint visiting team established from April 2007
Continued to roll out on-line recruitment across the authority, delivering efficiencies and modernising the recruitment process
Over 90% of complaints responded to with 15 working days

Communications

Making our customers aware of the services we provide and the different ways they can access them
Linking up with the image and reputation project to promote the borough as an employer of choice

Property Asset Management
Reducing energy use across Council operations
Introduce a corporate lettings policy, including a voluntary sector lettings policy
Increasenumbers of customers using the website for transactions and enquiries
Improve residents access to services through a) the delivery of the Service First Accommodation programme, and b) the transfer of services into the single front office
Changing the culture of the Council to put the customer first by:

> Implementing the Public Service Promise
> Improving customer care across the Council

If you contact Hackney Service Centre, we will do our best to complete your request in just one call

Page updated: 15 Oct 2008