Achieving Customer Focus
RPA is committed to providing a service that is valued by our customers. We will offer a choice in the way customers may access our services and ensure that the information that we provide is readily understandable, up-to-date and accurate. We will optimise the use of e-business to improve the service we offer to our customers and to improve efficiency and effectiveness. We will publicise our performance targets and will undertake regular reviews of our service. We will be committed to continual service improvement: we have already achieved ISO accreditation and will be seeking Charter Mark recognition.
RPA will use electronic services to enable us to communicate more quickly and effectively with our customers. The RPA website, www.rpa.gov.uk, will be used to publicise our service and circulate latest information. Customers can expect clear contact points and access to helplines. RPA will maintain close and effective communications with farm and trade customers through day-to-day contact by scheme management, Inspectorate and technical support staff.
We regularly consult with our customers on issues that affect them. An Industry Forum will allow for input into the development of the Agency and feedback on the level of customer service. Industry Forum members are also invited to identify new initiatives or changing business requirements that could impact on the development of our business. An established system of regular and ad hoc trade consultation meetings involving the principal trade representative bodies across the sectors will be enhanced to cover all our business areas.
RPA will listen to customers and will be responsive to complaints. We will develop and operate a procedure for handling complaints that is transparent, efficient and provides unbiased decisions. Feedback from customers will continually be used to improve the service that RPA provides.
Page published: 22 February 2013