use new consultation standards to consult and involve people widely in the planning and delivery of services, ensure that all relevant sections of the community are heard, that consultations are accessible and tell people how the results of consultation have been used;
implement a new ‘Customer First’ programme of improvements to customer access to our services including standards for better customer care;
develop a new Leicestershire based Customer Service Centre from 2006;
provide more and better service shops and help points around the County using the ‘Connect’ brand;
improve our website and make greater use of technology to provide more services, electronic transactions and better access to information;
improve management of our customer and service information and records.

We are committed to promoting equality and eliminating discrimination in services and employment. We expect our partners and service providers to share this commitment. We will implement our Corporate Equality Plan and Race Equality Scheme objectives and targets on equality and diversity, and publish and consult on a Disability Equality Scheme. We also plan to give priority to our work to promote equality in terms of gender, age, sexuality and religion or belief.

We will involve our partners and local people in monitoring our performance and make public reports on our progress. As we progress through the Levels of the Equality Standard for Local Government we will review and update our targets and objectives in response to feedback from staff, partners and local communities.

We recognise the importance of equipping our employees with the skills to deliver high quality services. As part of our Human Resources Strategy we will:

introduce a new Management Development Programme;
develop and implement a new employee Attendance Management Policy;
improve equalities monitoring and opportunities for women, disabled people and black and minority ethnic people to progress in the organisation;
introduce a new approach to succession planning; and
develop a statement of values to promote high standards of working in the Council and in our relationship with partners and service providers.

HIGH PRIORITIES	WE WILL ACHIEVE
Implement the next phase of our Human Resources Strategy	Investor in People status for all services 10% reduction in sickness absence from an average of 9.3 days in 2004/05 to less than 8.37 in 2008/09.
Deliver improvements in the efficiency of Council services	7.5% efficiency gain by 2008 measured in accordance with efficiency guidance issued by the Government.
Deliver our commitment to equalities issues	An increased % of black and minority ethnic employees in the workforce to 5.5% and disabled employees to 3.8%. Set and meet equality targets and objectives for all relevant service areas.
Improve public access to Council services including a new Customer Service Centre (CSC)	A new CSC in place during 2006/07 – 80% queries resolved at first point of contact, 80% users satisfied with customer experience, 25% increase in hours the Council can be contacted for services provided by the CSC. Top quartile public satisfaction with the Council.