At its meeting on Thursday 19 March, Dumfries and Galloway Council's Enabling and Customer Services Committee agreed the council’s Customer Strategy, Digital Strategy and updated People Strategy, which together set out how the organisation will further modernise services and continue supporting communities across the region.
The three strategies are closely linked and will guide how the council develops and delivers services over the coming years, ensuring they remain accessible, efficient and sustainable.
The Customer Strategy focusses on improving how residents access and interact with council services. This includes making it easier for people to get the information and support they need, whether they contact the council online, by phone or in person. The strategy aims to ensure services are clear, responsive and designed around the needs of communities.
Alongside this, the Digital Strategy outlines how technology will be used to enhance service delivery. This includes improving online services, strengthening digital infrastructure and making better use of digital tools to support both staff and residents. By continuing to develop digital services, the council aims to provide convenient, reliable ways for people to access services and information, and for staff to deliver them.
The People Strategy focusses on supporting the council’s workforce, recognising that staff are vital to delivering effective services. It sets out how the council will continue to develop skills, support wellbeing, listen to colleagues and use their feedback to inform improvements, while creating opportunities for employees to grow and develop within the organisation.
Together, the three strategies form a coordinated approach to improving how services are delivered and experienced by residents across Dumfries and Galloway.
Councillor John Campbell, Chair of the Enabling and Customer Services Committee, said:
“These strategies set out a clear direction for how the council will continue to modernise services while keeping the needs of our communities at the centre of everything we do.
“People expect services that are easy to access, responsive and reliable, whether they are contacting us online, by phone or face-to-face. At the same time, it’s vital that we support and develop the workforce that delivers those services every day.
“The Customer, Digital and People strategies work together to ensure we are improving how residents interact with the council, making the best use of technology, and creating an environment where staff have the skills and support they need to deliver for communities across Dumfries and Galloway.”
Councillor Ben Dashper, Vice-Chair of the Committee, added:
“These strategies reflect the council’s commitment to improving services in a way that works for both residents and staff. By continuing to develop digital services, strengthen the customer experience and support our workforce, we are helping to ensure services remain effective, accessible and sustainable for the future.”
The strategies support the priorities set out in the Council Plan and will help guide service development, organisational improvement and future investment in how services are delivered.
As the council continues to evolve its services, engagement with residents, partners and staff will remain central to shaping how these strategies are implemented across the region.