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Liverpool City Council plays a significant role in the daily lives of around half a million people. From refuse collectors keeping streets clean to school crossing patrols ensuring children cross safely, the impact of the council’s workforce is wide-reaching. Carers assist elderly family members to regain independence, while social workers provide vital support to vulnerable families and young people. These are just a few examples of the valuable contributions made by the council’s 5,000 employees, who work diligently every day to positively influence the city.
Despite these efforts, the council recognizes that perfection is not always achieved in such a large, multifaceted organization delivering numerous services. There are times when the council falls short, and acknowledging this truth is a crucial part of ongoing improvements. To address this, the council has introduced ‘Our Promise,’ a new commitment aimed at enhancing customer service by focusing squarely on the needs and interests of residents.
This commitment is anchored in three key principles: simplicity, personalization, and care. By explicitly defining these values, the council intends to maintain a consistent approach across all interactions—whether engaging with residents, businesses, visitors, colleagues, or partners—so that everyone knows what level of service to expect. “Our Promise” works in tandem with broader investments in upgrading systems and processes, all designed to improve service accessibility and responsiveness.
The overall goal behind these efforts is represented in the council’s ‘Customer Experience Improvement Plan.’ This plan responds directly to feedback from residents who have requested more integrated, user-friendly, and responsive services. By enhancing online, telephone, and face-to-face options—and providing updates and transparent information—the council aims to offer high-quality services that are efficient, inclusive, and truly meet the diverse needs of Liverpool’s communities
Read the full article on Liverpool Express here: Read More
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