Basildon District Council has achieved a high score for its customer services in a top local government awards competition. The authority was highly “commended” at the Local Government Achievement awards run by the Municipal Journal.
Among the achievements noted by judges was the creation of a new central call centre for handling telephone enquiries. It was set up after research showed 70 per cent of residents’ first point of contact with the council was by phone. The new facility brought together call operators for streetcare, service advice and revenues and benefits. It has helped to ensure the most popular enquiries are dealt with in one place, with waiting times being slashed and 80 per cent of calls being resolved at the first point of contact.
Judges also praised the council’s new customer service centre under construction on the ground floor of its offices in St Martin’s Square.The centre will help residents deal with all their enquiries in a single visit by bringing together planning, housing, cashiering and revenues and benefits.
As part of the plans, new mobile reception kiosks and a ticketed queuing system are being added to help cut customer waiting times. The kiosks are manned by advisors who will help to cut waiting times and create a smoother flow of customers at peak periods.
The council came in for further praise from judges for sending its staff on an internal customer training course. Head of customer services at Basildon Council, Jackie Laidlaw, said: “This award is a tribute to all our staff and proves we are putting customers first in everything we do.”
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