Oxford City Council has an aspiration to be a world-class city for everyone, delivering world-class customer service. The Council’s Customer Contact Strategy was originally agreed in October 2009.  It has been revised following the successful implementation of the Customer Service Centre, Shared Contact Centre and the simultaneous development of the web.   The strategy is focused on putting customers’ needs at the forefront, improving customer service and joining up its work across all service areas, offering a consistent quality service across the most relevant access channels for our customers. The Customer Contact Strategy sets out where we are now, where we want to be in 2015 and what the key milestones are in our journey. 

To ensure we deliver a relevant strategy for Oxford City Council, we have pulled together a strong picture of who our communities are, and used proven customer insight to inform how our customers can most easily access the services they need.