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It was moved by Councillor
Keeling, seconded by Councillor Barnes, and
 
RESOLVED TO RECOMMEND TO THE PORTFOLIO HOLDER FOR
CUSTOMERS:
 
1. 
That the new Customer Philosophy 2025 – 2029
should maintain a focus on the current 6 principles of being
Reliable, Trustworthy, Caring, Accessible, Community Focused and
Easy to engage with.
2. 
That the new Customer Philosophy 2025 – 2029
includes a principle that services are designed as Digital by
Default and are Accessible to All.
3. 
That the new Customer Philosophy 2025 – 2029
includes a clear model of what customer service the Council will
offer in face-to-face locations including libraries and hubs, and
that this is consistent regardless of geographical location in
Cornwall.
4. 
That the new Customer Philosophy 2025 – 2029
includes the ongoing work to form a ‘Single view of the
Customer’ and ‘Single Front Door’ for customers
accessing Council services.
5. 
That the new Customer Philosophy 2025-2029 is
annually reviewed by the Corporate Finance and Performance Overview
& Scrutiny Committee as part of its work programme, with the
first review taking place in 2026/27 following adoption of the new
Philosophy at the start of the new administration following the
elections.
6. 
That the work of the Council’s Digital
Inclusion team continues as part of a refreshed multi organisation
Digital Inclusion Strategy that is developed for the new
administration and Cornwall & Isles of Scilly Leadership
Board.
7. 
That as part of the Council’s future budget,
subject to overriding budget constraints, there needs to be
continued investment in digital to keep pace with technology
advances and customer expectations, ensuring that the Council is
responding to its customers in the most efficient way.
8. 
That a representative customer/residents panel be
established to help inform service design and improvements as part
of delivering the new Customer Philosophy.
9. 
That the intention for all customer advisors to be
trained in customer care is supported and consideration is given to
engaging all Members on the different aspects of the
Council’s customer services as part of induction or ongoing
briefings.
10.That the Council’s
Casework Assist system continues to be promoted for use by all
Members, Town/Parish Clerks and MP Offices across
Cornwall.