Customer Access Strategy

Customer Service Excellence logo

Transforming Service Delivery


This strategy builds on our long established corporate priority of continued improvement in customer service through better access to City Council and other services. It defines how, in transforming service delivery at Winchester, we will provide excellent services to our customers and deliver value for money to the taxpayer.

Access strategy

The strategy aims to provide:-

  • Customer choice
  • Quality service
  • Reduced delivery cost

With the wide range of services provided by the Council customers won’t necessarily always want to use the same access channels to contact us. This will often vary depending on the type of enquiry, some things can be reported without the need to speak to someone, and others will need a conversation.
The aim of the strategy is to provide customers with choice when they contact the Council, and that choice is simply

People when you need to speak to us, technology when you don’t…your choice

Rising internet use and increasing customer expectations of accessing services online present a great opportunity to deliver service effectively however, we must ensure that we continue to meet the needs of those people who do not yet have access to the internet.
To develop access channels effectively we will use customer insight to inform our understanding of customer contact preferences, and to recognise that these preferences will change dependant on the type of enquiry, interaction or transaction.

No matter how customers choose to interact with us the service provided will be consistent and in line with our published corporate customer service standards. Our staff will be equipped with the skills and knowledge they need to be able to deliver an effective customer focused service.

To make sure we achieve the aims of the strategy there is a set of guiding principles around access to services and information provided by the Council.


  • First principle

To always put the customer at the heart of our business 

  • Second principle

Ensure a consistent and positive customer experience irrespective of
the choice of channel and to deliver service to the government Customer Service Excellence standard

  • Third Principle

Develop customer insight including monitoring customer usage, preferences, satisfaction levels and the cost to serve and use the information to improve service delivery and concentrate resources to the greatest need.

  • Fourth Principle

Encourage migration of customers to the most appropriate access channel whilst maintaining choice for all services and promoting the range of options available