A Surrey council has agreed the to consider a new customer service centre which will be quicker and more efficient.
A decision made by Guildford Council’s Executive made sure that the new centre is looking likely by 2011.
Set to be based in Guildford Borough Council‘s existing buildings in Millmead, staff are being trained to answer resident questions and concerns face-to-face, by phone or email. Specialist staff will also be available for more complex issues.
Lead Councillor for Customer Services, Nick Sutcliffe says: “This is about a new way of looking at work that will provide efficient, cost-effective, flexible, and accessible customer service for all.”
The new procedures to deal with customer issues will replace current switchboard referrals and will help save money.
Cllr Sutcliffe adds: “The project will use existing technology where possible and we will minimise costs.
“After initial set up, the centre will result in savings as we improve efficiency through better use of staff resources and increased use of our website.”
The measures follow previous research which showed that residents prefer online services and information.