You Said We Did – Customer Services Review Consultation

The way that customers access services has changed over recent years, due to changes in technological advancements and increasing access as well as the Covid-19 pandemic. Since March 2020, due to the Covid-19 pandemic no face-to-face Customer Service function had been offered. Residents wishing to contact the Council have had to make contact via other channels, including telephone, email or Webchat via the Council website.

In light of this, the Council wanted to undertake a review of the way customer services is delivered going forward, to ensure services are cost effective and are meeting the needs of residents. A set of proposals were developed and we wanted to hear the public’s views on the changes, as well as gain insight into the ways residents currently access customer services, and any feedback on these methods.

Residents could have their say via a number of methods, including an online survey and copies of the survey available in libraries which were promoted online and on posters.

When asked how they contacted customer services before the pandemic, a large proportion (60%) said they did so by telephone, followed by online and face-to-face (37%). Some comments people gave as to why they chose their preferred method were that telephone was easier, more convenient, better to speak to someone, because online methods are more complicated or took longer. People who chose face-to-face said so because they prefer to speak in person, because online modes are not accessible to them, or this method is better for complex enquiries. And for online – people said this method was easier, convenient and saved time.

Respondents were asked to give comments on how the proposals might affect them or people they know. Some of the key themes arising from the comments are as follows – face-to-face methods are still needed as some do not have digital access or skills, complex matters can be dealt with better this way and because some residents may need another person to support them make an enquiry.

Many respondents also indicated that the proposals would have no effect on them as they already use telephone and online routes to customer services. Others raised concerns for how vulnerable residents will get in touch with customer services due to a variety of issues for example, elderly people and their access, people with disabilities, those with visual impairment. Finally there was also some positive comments about the proposals, citing a more efficient customer services offer which is easy to access.