Improving our service to you
Friday, 10 January 2014
Hampshire County Council is giving people the chance to influence how they report it, book it, apply for it, or buy it - with a major review of its customer service.
With developments in new technology, including social media, and better access to broadband, the Council wants to make sure that the ways residents contact us are keeping pace with what they want and expect.
Residents and visitors make on average 550,000 telephone calls to the Council's customer contact centre seeking advice or a service a year. They also send more than 85,000 emails requesting help, advice or a service, while our website receives 16 million visits a year.
Now the Council is asking customers to fill in a resident survey to seek their views on what could be done better and what would make it quicker and easier for them to get what they need.
This will help to identify what needs to be done differently to improve our service and how the Council can make sure that each contact represents the best value for money. For instance, helping customers to help themselves (self-service) or further automation of some processes, could free up more staff time to look after customers with more complex requests.
A first survey carried out in the autumn recommended the Council study and learn from the 'excellent customer service' offered by companies like Amazon and John Lewis (more details about the findings are available through the web address above). Now, in a second survey that runs until 31 January, the Council wants to find out more about how people would like to make contact for things like finding information about school term dates or reporting potholes.
Councillor Roy Perry, Leader of Hampshire County Council, said: "The way people get their information is changing - whether it's posting us a letter, sending us a 'tweet' or looking up services on a mobile'phone - so it's important to make sure we're getting the balance right and that people get what they need with least hassle in a way that suits them. We'd like as many people as possible to give us their views so it will inform what we need to do to make it better."
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