A Customer Contact Management System was introduced to enable us to monitor and manage contacts to the organisation and review standards and performance in terms of our compliance with the commitments set out in our
Customer Service Action Plan (2004-2009) - response times etc.
This system was introduced initially in relation to public representations but was expanded from January 2006, to track all contacts to the organisation which require follow up. This facility has also been developed for on line submission of enquiries/complaints -
Customer Enquiries Online Form