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Even easier to have your say

Aberdeenshire Council has said it is now easier than ever for customers to have their say following improvements to the way feedback is recorded.

As part of the initial rollout, frontline council employees in the pilot areas are being equipped with quick-reference feedback cards that will direct customers to record their own compliments, comments and complaints via an online form.

Behind the scenes, each item of feedback will be given a unique reference number to allow it to be dealt with appropriately.

The new Have Your Say process is one of a number of initiatives being developed as part of the council’s Improving the Customer Experience (iCE) project.

The project works with teams from across the council, providing them with support and resources to help them build on the council’s commitment to being the best.

Chair of Aberdeenshire Council’s Policy and Resources Committee, Councillor Jim Gifford, said: “The council has always been keen to record compliments, comments and complaints.

‘‘However, it was felt the process could be improved through better access and greater awareness.

“It not only makes it simpler for people to provide feedback but also makes it easier for frontline staff to inform people how to do so by using the feedback cards.

“We’re initially starting with our waste and recycling service, as our collection crews have regular contact with the public.”

The council states that all complaints received will be dealt with in accordance with the authority’s complaints procedure.

Also, all comments and compliments will be used as part of the continuous improvement of services.

Feedback cards and posters are available from Aberdeenshire Council’s six area offices.

n More information on the Have Your Say process, and the feedback form itself, can be found at www.aberdeenshire.gov.uk/haveyoursay

 

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