Customer Contact Improvement Project Scrutiny Report

This document is a Scrutiny Report presented by the Performance Scrutiny Committee focusing on the Customer Contact Improvement Project initiated by Newport City Council. The project was launched following an independent review by Basis Ltd, which assessed the customer contact journey across various access points, excluding Social Services. The report outlines the committee's guidance and recommendations, including a review of the Council's implementation plan and the adequacy of its strategies. It details the findings from direct observations and interviews that identified inconsistencies in customer service and opportunities for enhancement. The report emphasizes the importance of stakeholder involvement in the implementation process and suggests areas of focus for the committee, such as risk mitigation, training programs for staff, and communication strategies to keep residents informed. The document also links to the Council's Well-being Objectives and Corporate Plan, highlighting its commitment to improving customer service.