Delivering Customer Focus

Descriptions

The purpose of the requirement is summarised as 'Our customers are central to everything we do in Natural Resources Wales (NRW) and our success depends on how we engage both our internal customers (staff) and external customers. We want to understand how well we are performing with our customer care as NRW and to do this we need to work with a programme that will establish a framework across our organisation and bring in the tools to assess, support and ultimately deliver a culture of good customer care that can be sustained. The programme needs to establish baseline data and support us to benchmark our performance and demonstrate tangible benefits. The benefits this can bring have to be apparent throughout the programme, with a range of tools available for us to measure and identify areas for improvement. Welsh translation to follow