Council makes it easier for customers to have their say

Improvements to the way Aberdeenshire Council records feedback from the public mean it is now easier than ever for customers to have their say – and all employees are being encouraged to find out how they can support the process.

As part of the initial pilot rollout, certain frontline employees are being equipped with quick-reference feedback cards that will direct customers to record their own comments, compliments and complaints via a simple online form.

Behind the scenes, each item of feedback will be given a unique reference number to allow it to be dealt with appropriately.

A survey as part of this project revealed that many staff were unfamiliar with the existence or operation of the former feedback process, indicating that a significant proportion of customer input may not be being captured.

To address this, a training course has been developed for council staff as part of the new process to help ensure that all feedback is recorded and consistently handled.

The new Have Your Say process is one of a number of initiatives being developed as part of the council’s Improving the Customer Experience (iCE) project.

The project works with teams from across the council, providing them with support and resources to help them build on the council’s commitment to being the best.

Senior feedback officer David Anderson explained: “At a time where there is increasing financial pressure and scrutiny on the council, it is imperative that we listen to our customers and incorporate their feedback and creativity to help improve and shape the delivery of our services, at the same time further improving the council’s reputation.

“As we promote this new process across the council it will be increasingly important for all customer facing staff to familiarise themselves with its operation.”

The new process is supported by a brief ALDO self service tutorial

that all employees are encouraged to undertake.

Feedback cards and posters are available from Aberdeenshire Council’s six area offices, and at the Westhill, Huntly, Turriff and Ellon service points. They can also be found at Inverurie Swimming Pool and Fraserburgh Community and Sports Centre as part of the initial pilot and will be rolled out across the council after an initial assessment period.

Information can also be found the Aberdeenshire Live community information screens found in around 50 locations across the area.

All complaints received will be dealt with in accordance with the council’s complaints procedure, while all comments and compliments will be used as part of the continuous improvement of services that Aberdeenshire Council strives for.

More information on the Have Your Say process, and the feedback form itself, can be found at www.aberdeenshire.gov.uk/haveyoursay