Vision for the future

"What the Council will look like to a customer in 3-5 years’ time. Specific and measurable. Based on outcomes not processes"

The need for a clear vision for the future cannot be over-emphasised. Without a clear vision, a council lacks any feel for the direction it is moving in, and without measurable elements to that vision, it cannot gauge its achievement of it.  At an area level, the vision should be a joint one between the different public, independent and voluntary sector agencies.

If the vision is clear and the targets defined, changes can be planned and implemented over time, and in a way that encourages the positive involvement of staff and partners.

Examples of good vsion statements include:

 To deliver our services in a manner and at times to best meet the needs of our customers

• To provide complete answers to queries, or to complete transactions fully at the point of first contact, getting it right first time, every time
• To be the main point of access for all public services for people and businesses in the local area
• To create a local economic environment in which new businesses can thrive and grow

All of the above are specific, measurable, and customer focused, based on outcomes not processes

 Less good vision statements include:

• To be the best performing council in the country (not specific, council-focused, not customer focused, possibly unrealistic)
• To create a safe and pleasant environment for people to work, live and relax (not sufficiently specific)
• To put the customer at the centre of everything we do (council focused, not customer focused, difficult to measure)