"We're putting people at the heart of everything we do.” That’s the message from Joyce Redfearn, the chief executive who’s leading Wigan Council through a radical programme of customer service improvements.
“I want people to feel proud of their council” says Joyce, “and involved in shaping local services. Customer satisfaction and value for money are paramount.”
Plans for a new Joint Service Centre, to be built close to Wigan Town Hall, have been the catalyst for the chief’s far-reaching review of the way the council works and how it should tailor its services around what people want. Due to open in 2010, the centre will feature:
- a ‘one stop shop’, where people can access a wide range of public services under one roof;
- an improved adult, children’s and reference library;
- a housing property shop; and
- a new pool and health suite.
“But you don’t have to come into Wigan to enjoy the benefits,” says Joyce. “We are also developing local versions of the one stop shop in various townships across the borough, so that everyone can get face to face services close to where they live.”
An artist's impression of the new Joint Service Centre and public open space on The Wiend
And there’s more to modernisation than simply new facilities. “There are new ways of working, too”, Joyce explains. “People will notice improvements in the ways they can access our services and the ways we respond to their needs.
”Within the council, we are working hard to join up services and develop common service standards. With 10,000 employees operating on a budget in excess of £500 million across the biggest borough in Greater Manchester, it’s a major challenge – but it’s one we must meet for the benefit of the people we serve.”
Help us to help you The council is developing a range of ways for you to tell us how we’re doing and how we can improve, including small ‘customer focus’ groups. If you are interested in meeting up with us three or four times a year to hear about our plans and to tell us how you think we’re doing, please contact Sharon Dickinson, Head of Customer Services, Wigan Council, Town Hall, Library Street, Wigan WN1 1YN or email s.dickinson@wigan.gov.uk
