Strategy will make customer views central to Gwalia’s future plans
At Gwalia we have lots of customers, a Gwalia customer is anyone who uses any of our services. We want our customers to tell us how they feel about our work and for those views to influence our decisions. We want to do this so we can know we are doing things well and see how we could be even better. They can also help us understand if we should think about doing brand new things.
We already talk to our customers all the time about lots of things. What they tell us is often used to change services for the better. What we are hoping to do is;
1. Understand how this could be done in the same sorts of ways by everyone at Gwalia
2. Make sure we listen to what they tell us and act on it
3. Find the best ways of reporting back how things changed as a result
With this in mind we’ve set up a brand new Customer Consultation and Engagement (CCE) Group to consult and agree on the most suitable arrangements for customers across all services.
The outputs from these consultation exercises will then feed into committees where decisions are made in the organisation, ensuring that the customer voice is heard and improvement follows, improving the quality of our services.
Tell us what you think!
The CCE Group has developed a draft strategy that outlines what we plan on doing and we’ve provided a Customer Consultation Engagement Strategy [pdf] 94KB.
Are there areas that you think are not covered or well represented above? Are there any specific engagement challenges or areas that should be focused on?
Speaking to our customers about the way we do business is important. It’s only through this kind of discussion that we can really meet the needs of the communities we work in and the people we support.
We’d like to know what you think about our plans. Please contact us at firstname.lastname@example.org with your comments and feedback by January 31st 2014.