Changes to the way Aberdeenshire Council record feedback from the public are set to make it even easier for the public to have their say.
As part of the initial rollout, frontline 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 a simple 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.
Feedback cards and posters are available from Aberdeenshire Council’s six area offices, and at the Westhill, Huntly, Turriff and Ellon service points. They can also be found at Inverurie Swimming Pool and Fraserburgh Community and Sports Centre as part of the initial pilot and will be rolled out across the council after an initial assessment period Information can also be found the Aberdeenshire Live community information screens found in around 50 locations across the area.
Chair of Aberdeenshire Council’s Policy and Resources Committee, Cllr Jim Gifford, said
The council has always been keen to record compliments, comments and complaints, but 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.
Committee vice-chair Cllr Martin Kitts-Hayes said
While the feedback process is an important route for people to log complaints, we hope people will also take the time to comment on areas of service they feel work very well, or share their ideas for doing things differently. The services we are trialling this with have been very enthusiastic and supportive as we have developed this new approach.
All complaints received will be dealt with in accordance with the council’s complaints procedure, while all comments and compliments will be used as part of the continuous improvement of services that Aberdeenshire Council strives for.
More information on the Have Your Say process, and the feedback form itself, can be found at www.aberdeenshire.gov.uk/haveyoursay