You said, we did...
These are brought about through listening to our customer views, complaints, comments, customer satisfaction surveys, focus groups and compliments.
These views provide information about what is working at what is not. It helps to identify existing and potential problems as well as highlighting opportunities for staff development.
We feel you should receive a high standard of service. We acknowledge this is not always possible but we strive to do our utmost as a result of your feedback.
Service improvement can affect two separate areas
- Service Development (processes and procedures)
- Staff Development (staff training issues)
Here are some of the things we have introduced in the last two years as a results of your feedback
- We have changed our processes so that documents submitted with planning applications are available on Public Access as soon as they are valid
- We have updated our site notices informing people about proposed developments
- We have updated our letters informing neighbours about applications and included guidance on the process
- We have developed a range of customer leaflets which explain the various planning processes and procedures
- We issued guidance to officers to raise awareness and improve consistency in our record keeping on our IT and document management systems
- We have developed a handover process for planning officers when cases are transferring to other staff
- We have issued guidance to officers regarding the scanning of sensitive documents
- We have developed a Householder design guide which offers advice on how customer can extend their houses which also encourages good design
- From 2009 all planning applications are scanned and are available to view using Public Access through the web www.leeds,gov.uk/publicaccess
- We have introduced an improved customer management system in the Development Enquiry Centre.
- We have improved customer information on the web and tell customers about the latest happenings in planning