Use the customer voice and understand their experience

We are committed to learning about the experiences of those we serve so we can improve our services. We will involve people with lived experience in DCJ service streams to improve the design and delivery of our services. This will help us to incorporate the customer voice across our service streams, to share common experiences, and to find creative solutions.

 We will make it easier for people, families and communities to speak to us about their experiences and to see how we listened and acted on what we heard. We will accurately capture what we hear and use it to inform our decision-making and strategic work.

We will invest in better tools to record, understand and act on customers’ experiences. For example, improving complaints and feedback mechanisms or mapping the customer journey across a service system, and looking for opportunities to provide better connected services from these processes.