The review is part of its “Building Harlow’s Future” plan and aims to change how customer services are delivered.
It will look at every aspect of resident interaction, including phone calls, emails, online requests, and face-to-face support.
The council hopes to create a “seamless, responsive, and data-driven” service centred around residents.
The review will be led by a project team and will involve frontline staff, residents, and service experts.
Initial findings and improvement actions will be shared later this year.
Hannah Ellis, councillor responsible for corporate services and transformation, said: “Harlow Council exists to serve the residents of Harlow and I am determined for the needs of residents to be at the heart of everything we do.
“We are always looking for ways to improve the customer service we offer to our residents, but this review is not about making small tweaks.
“It is about going back to basics and making meaningful changes.
“We would very much like to hear feedback from residents to make this review as impactful as possible.”
The council encourages residents to share recommendations by emailing contact@harlow.gov.uk.
