Customer Service Strategy - 2010-2015

Roedd y cais yn llwyddiannus.

Paul Williams

Dear Croydon Borough Council,

I should be grateful if you could provide me with the following information:

(i) whether any external consultancy was used in finalising the Council's "Customer Service Strategy - 2010-2015";

(ii) if it was, what was the cost of that consultancy and which firms or consultants were used;

(iii) the total costs of producing and disseminating the documents;

(iv) what is the monitoring framework for measuring success and implementation - what data is used; milestones, etc;

(v) how often is that framework reviewed by (a) the Cabinet and (b) the Senior Management Team;

(vi) is the framework separate from other reporting and monitoring frameworks.

In answering this question, I expect you to fulfill your duty under s16 of the FOI Act.

Thank you. Yours faithfully,

Paul Williams

Information, Croydon Borough Council

1 Atodiad

Dear Mr Williams

Thank you for your email dated 10 May 2011, in which you have requested
information regarding among other matters details of whether any external
consultancy was used in finalising the Council's "Customer Service
Strategy 2010 - 2015".

We are considering your request under the terms of the Freedom of
Information Act 2000, and hope to respond within the statutory 20 working
days.

In some circumstances a fee may be payable and if that is the case, either
myself or a colleague will let you know the likely charges before
proceeding.

If you have any queries about this email, please contact me. Please
remember to quote the reference number above in any future communications.

Yours sincerely

Lynda Fay

Information coordinator

Resources and customer services
Customer services and development
5th floor north east quadrant

Taberner House

Park Lane

Croydon CR9 IDH

Tel/Typetalk: 020 8726 6100 ext. 62741

Fax: 020 8760 5745

Minicom: 020 8760 5797

--------------------------------------------------------------------------

From: Paul Williams [mailto:[FOI #71016 email]]
Sent: 10- May- 11 13:27
To: Information
Subject: Freedom of Information request - Customer Service Strategy -
2010-2015

Dear Croydon Borough Council,

I should be grateful if you could provide me with the following
information:

(i) whether any external consultancy was used in finalising the
Council's "Customer Service Strategy - 2010-2015";

(ii) if it was, what was the cost of that consultancy and which
firms or consultants were used;

(iii) the total costs of producing and disseminating the documents;

(iv) what is the monitoring framework for measuring success and
implementation - what data is used; milestones, etc;

(v) how often is that framework reviewed by (a) the Cabinet and (b)
the Senior Management Team;

(vi) is the framework separate from other reporting and monitoring
frameworks.

In answering this question, I expect you to fulfill your duty under
s16 of the FOI Act.

Thank you. Yours faithfully,

Paul Williams

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Information, Croydon Borough Council

1 Atodiad

Dear Mr Williams,

Please find enclosed the council's response to your Freedom of Information
request.

Yours sincerely,

Darren Shuster

Senior Complaints Resolution Officer (Statutory)

Complaint Resolution Team

Customer Strategy and Development

Resources and Customer Services Department

Tel: 020 8726 6000 Ext 65685

--------------------------------------------------------------------------

From: Paul Williams [mailto:[FOI #71016 email]]
Sent: 10 May 2011 13:27
To: Information
Subject: Freedom of Information request - Customer Service Strategy -
2010-2015

Dear Croydon Borough Council,

I should be grateful if you could provide me with the following
information:

(i) whether any external consultancy was used in finalising the
Council's "Customer Service Strategy - 2010-2015";

(ii) if it was, what was the cost of that consultancy and which
firms or consultants were used;

(iii) the total costs of producing and disseminating the documents;

(iv) what is the monitoring framework for measuring success and
implementation - what data is used; milestones, etc;

(v) how often is that framework reviewed by (a) the Cabinet and (b)
the Senior Management Team;

(vi) is the framework separate from other reporting and monitoring
frameworks.

In answering this question, I expect you to fulfill your duty under
s16 of the FOI Act.

Thank you. Yours faithfully,

Paul Williams

-------------------------------------------------------------------
Disclaimer: This message and any reply that you make will be
published on the internet. Our privacy and copyright policies:
[1]http://www.whatdotheyknow.com/help/offic...

Please use this email address for all replies to this request:
[FOI #71016 email]

Is [Croydon Borough Council request email] the wrong address for Freedom of
Information requests to Croydon Borough Council? If so please
contact us using this form:
[2]http://www.whatdotheyknow.com/help/contact

If you find WhatDoTheyKnow useful as an FOI officer, please ask
your web manager to suggest us on your organisation's FOI page.
-------------------------------------------------------------------

--------------------------------------------------------------------------

For up to the minute local information follow us on
http://twitter.com/yourcroydon

Your new customer service promise from Croydon
www.croydon.gov.uk/proudtoserve

Please use this web site address to view the Council's E-Mail disclaimer -
www.croydon.gov.uk/disclaimer/email.htm

References

Visible links
1. http://www.whatdotheyknow.com/help/offic...
2. http://www.whatdotheyknow.com/help/contact

Paul Williams

Dear Information,

Thank you for your reply to my FOI request; very helpful.

Yours sincerely,

Paul Williams