Customer First is a Scottish Government sponsored programme, developed in partnership with all 32 Scottish local authorities and managed, with the support of COSLA and SOLACE, by the Improvement Service. It aims to deliver 'first time' public services by re-designing them around customers' needs.
Customer First supports the principles of:
- easier to access, better- integrated, local services;
- high standards of public service;
- a willingness to innovate and learn from others.
The Programme underpins the Scottish Government's commitment to work in partnership with Scotland's local authorities to:
- deliver more convenient and responsive public services;
- encourage the take- up of online access to services;
- ensure that at least 75% of core service requests can be dealt with at the first point of contact.
An Independent Review of the Citizen's Account Service is available here.