1.            To ensure that future customer interactions with the Council are as effective and efficient as possible.

2.            To test the plans for customer relationship management against the data – qualitative and quantitative – on our current customer services feedback.

3.            To receive an interactive demonstration of the preferred bidder through exploring Council’s websites who use this supplier.

4.            Agreement of further Key Lines of Enquiry and future decision points around which members wish to seek assurance for the next meeting.

Key Lines of Enquiry:

·                     Will the programme improve face to face contact for those who need it?

·                     How has feedback from members of staff been used to inform the implementation of the CRM system?

·                     How will the new customer relationship management system look to the customer?

(Note: Arising from this meeting, the Task-and-Finish Group will have identified “gaps” in the customer services feedback which they can test at Meeting 4 with the community and voluntary sector groups.)