Customer experience is about every interaction someone has with the Council. This includes external customers, such as people contacting us for support, applying for a service, visiting one of our places, working with us as a partner, or engaging with us as a community member.

 It also includes internal customers; our colleagues and teams who rely on Council processes, systems, information and support to deliver services effectively. The way these internal experiences work directly affects the experience customers and communities receive.

The CX Framework will set out what good customer experience means for Falkirk Council. It will help us create clearer, more consistent and more accessible services by giving teams practical principles, tools and evidence to use when making improvements.

Earlier this year, colleagues from across the Council took part in the first round of CX workshops. They shared their experiences, insights and ideas about what works well now, what can get in the way, and what customers and employees need from our services in the future. We’ve reviewed this feedback and identified several key themes that will help shape the Framework.

While Round 1 gave us a strong foundation, we also identified some gaps in participation.

To make sure the Framework reflects a wider range of experiences, we’re running a second round of targeted workshops. Everyone is welcome to our final workshop, but we’re particularly keen to hear from:

• Colleagues from Racial or Ethnic Minorities
• Neurodiverse or Disabled Colleagues
• Front-line/ Customer-facing colleagues
• Colleagues working in Finance, Licensing, Health & Social Care, and Education

All feedback will be collated and anonymised and will not be used to identify individual experiences. 

Colleagues from Racial or Ethnic Minorities
📅 Monday 5 October
🕒 3:30pm to 5:00pm
💻 Online via MS Teams

Neurodiverse or Disabled Colleagues
📅 Wednesday 7 October
🕛 12:00pm to 1:30pm
💻 Online via MS Teams

Front-line / Customer-facing Colleagues
📅 Thursday 8 October
🕙 10:00am to 11:30am
💻 Online via MS Teams

Open to all Employees
📅 Friday 9 October
🕑 10:00am to 11:30am
📍 Room G33, The Foundry

We want everyone to feel able to take part in the way that feels most comfortable for them. The workshops will be interactive and will offer different ways to contribute.

The interactive online tool ‘Mentimeter’ will be used for sharing completely anonymous feedback via QR codes or web links during all sessions, but participants can also choose to contribute through open discussion if they prefer. If you anticipate any barriers to being able to participate, please email service.design@falkirk.gov.uk

By taking part, you’ll help make sure the Framework is grounded in real experiences from across the organisation and reflects the needs of employees, customers and communities across Falkirk.

We hope you can join us and help shape what great customer experience should look like for Falkirk Council. To attend, please sign-up using our MS Form and we will forward on the appropriate invite.

We look forward to welcoming you there!