Customer Access Strategy, 2016 – 2019

Our key aim is that by 2019, we will have reduced the cost of delivering excellent customer services by increasing the number of customers accessing self-service and digital channels.

We will achieve this aim by working towards the following priority objectives in both the delivery of our core services and our partnership working.

  • Deliver excellent customer service.
  • Redefine ways that customers access our service that meet customer and business requirements.
  • Improve the use of data and technology to deliver a more proactive service.
  • Reduce overall transaction costs whilst maintaining levels of customer satisfaction.