Pictured left to right: Graham Russell, CEO, OPSS, Tori Knight, Customer Service Manager, Cornwall Council and Phillip Finnemore, Business Manager, Cornwall Council.
At the Regulatory Excellence Awards in June 2019, the judges awarded the special award of Local Authority of the Year to Cornwall Council.
The Business Regulatory Support Team was launched following research showing that Cornish businesses had a lack of trust in regulators. The team consists of a four-person Hub Team, two Business Development Managers and one Marketing Advisor and acts as a single point of contact for businesses.
The Business Regulatory Hub was launched in 2016 and restructured in 2018. It works across different regulatory service providers and during the enquiry process is the conduit between regulators and businesses. The Business Development Managers’ role includes direct engagement with businesses to understand their needs and providing regulatory advice. The Business Regulatory Support Team has improved the customer journey by giving representatives several options when they make an initial enquiry.
The work of the Business Regulatory Hub has led to high levels of customer satisfaction and greater engagement between businesses and regulators. In 2018 there was a ten per cent increase in the amount of businesses contacting the Hub and 100% of businesses were either satisfied or very satisfied with the service provided.
Published 21 August 2019