Customer action plan 2024
Published 1 February 2024
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This publication is available at https://www.gov.uk/government/publications/coal-authority-customer-action-plan-2024/customer-action-plan-2024
1. In year customer plan 2024 to 2025
Our customer groups are diverse, ranging from residents in our mining communities, conveyancers, and planners to suppliers, developers and consultants, as well as partner organisations and utility providers.
We want it to be easy for all these customer groups to engage with us. This year, we will continue to concentrate on 3 key priorities with a focus on accessibility and inclusion throughout.
1.1 Customer culture
Everyone in the organisation helps us to achieve our customer plan and develop a customer-focused culture.
In 2024 we will:
- increase our understanding of our customer groups and their individual needs; personalising customer service training to the different customer groups
- combine our skills across the organisation to provide seamless, consistent customer journeys and better services for everyone
- make our communications more inclusive and accessible for all, ensuring they are written in plain English
1.2 Digital integration
Our digital infrastructure is essential in providing services for our customers, enabling us to meet our customer needs and expectations efficiently.
In 2024 we will:
- focus on accessibility, making it easy for customers to find the key information they need in a way that suits them
- use our community website and other systems to keep communities better informed of our work
- involve our customers in the development of our systems and information, using their feedback to improve our services
1.3 Customer experience
We want to ensure a consistent and positive experience for all our customers.
In 2024 we will:
- identify areas where we can improve and simplify our services and customer journeys
- listen to customer feedback to improve customer experiences across our communities
- simplify contact methods, so customers can access the right person faster