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London Connects


Customer Services for London Group

Welcome to the Customer Services for London Group web pages, hosted by London Connects
The Customer Services for London Group (CSLG) was set-up in 2004.  It is chaired by Sandra Carson, Head of Customer Service at LB Brent.  Its objectives are to:

• Share best practice so that London Boroughs can learn from each other’s experience.
• Improve cooperation across borough boundaries so that boroughs are better able to give a seamless service to the public.
• Identify and define customer service performance indicators that are acceptable and easy to collect – something that Central Government would like done – but which is problematic in practice.

The work the CSLG undertakes is principally done through four Special Interest Groups (SIGs):

• External Customers.
• Process and Technology.
• Staff.
• Working with other organisations.

Details of the work being undertaken by these groups are given on the following pages, together with contact details for the SIG leaders.

Please note that all documents and presentations from meetings can be found under the calendar sections.

If you would like more information, please contact either Tim Abbott (, telephone 020 8297 0308) who helps facilitate the group or Sandra Carson ( who chairs the group.



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