Post by Madhatter on Jan 11, 2007 17:22:00 GMT
'An extreme makeover, which will improve our contact with customers, is scheduled for completion by summer 2007 .'
Is what the January issue of 'north talk from North Warwickshire Borough Council' says.
"Our Contact Centre has already been running since 2004, promoting the 'one call to one number' approach using 01827 715341. In a rural area like North Warwickshire, telephone contact is vital - a fact reinforced by a people's survey in 2005, when 70% of respondents said they preferred to contact us by phone.
The growing team of Customer Service staff is already answering around 10,000 calls per month, aiming to deal with 80% of calls within 20 seconds. In recent months, they have resolved 73% of queries at the first point of contact during office hours and provide an out of hours messaging service.
In the second wave of improvements, the reception area at Atherstone will have a radical overhaul, creating a new 'One Stop Shop'. It will be transformed into an open-plan space with better access for disabled people, improved waiting areas, private interview rooms and computer terminals, so you can help yourself to council web-site information.
What is unique for North Warwickshire customers though, is that Warwickshire County Council and the Primary Care Trust intend to transfer some services into the new arrangements. So, you'll not only be able to enquire about Council Tax and Housing Benefit but also apply for a blue badge, ask about free school meals or even have your blood pressure checked!
Bob Trahern, Assistant Director:Revenues and Benefits said:"Bringing services together under one roof will create real benefits for customers and make services far more accessible for everyone. We are planning to keep the One Stop Shop open longer on at least two evenings and on Saturday mornings. There's also a real possibility of sharing a mobile vehicle with the Primary Care Trust, so we can take similar services out in to the rural areas."
During the refurbishment, scheduled to start in February and finish in April, there will be a temporary reception area created in the civic suite with access from South Street"
Is what the January issue of 'north talk from North Warwickshire Borough Council' says.
"Our Contact Centre has already been running since 2004, promoting the 'one call to one number' approach using 01827 715341. In a rural area like North Warwickshire, telephone contact is vital - a fact reinforced by a people's survey in 2005, when 70% of respondents said they preferred to contact us by phone.
The growing team of Customer Service staff is already answering around 10,000 calls per month, aiming to deal with 80% of calls within 20 seconds. In recent months, they have resolved 73% of queries at the first point of contact during office hours and provide an out of hours messaging service.
In the second wave of improvements, the reception area at Atherstone will have a radical overhaul, creating a new 'One Stop Shop'. It will be transformed into an open-plan space with better access for disabled people, improved waiting areas, private interview rooms and computer terminals, so you can help yourself to council web-site information.
What is unique for North Warwickshire customers though, is that Warwickshire County Council and the Primary Care Trust intend to transfer some services into the new arrangements. So, you'll not only be able to enquire about Council Tax and Housing Benefit but also apply for a blue badge, ask about free school meals or even have your blood pressure checked!
Bob Trahern, Assistant Director:Revenues and Benefits said:"Bringing services together under one roof will create real benefits for customers and make services far more accessible for everyone. We are planning to keep the One Stop Shop open longer on at least two evenings and on Saturday mornings. There's also a real possibility of sharing a mobile vehicle with the Primary Care Trust, so we can take similar services out in to the rural areas."
During the refurbishment, scheduled to start in February and finish in April, there will be a temporary reception area created in the civic suite with access from South Street"
