Customer Service Centre Improvements

Stevenage Borough Council is continuing to improve access to council services by launching Reception Direct.

Customers can already drop in to the Customer Service Centre in Danestrete to speak to an advisor or to make an appointment.  Last year the Centre answered 250,000 telephone calls and had 65,000 visitors.  Now customers have another option – by going online at Reception Direct.

In 2005 the latest town wide survey revealed that the Council’s website is well used by customers for accessing information but not so popular as a way to pay bills or download forms. We have improved stevenage.gov.uk so that our customers have more choice about how they access services and so that we can reduce queuing and transaction times for people.

We have two new computers in the Centre for customers to use.  They can find out about our services, report environmental issues, pay bills or download application forms to apply for Benefits such as Housing and Council Tax. Advisors are on hand at all times to guide people through the user-friendly system and to provide support if they need it. Customers who are Library members can also access the Internet service free of charge at Stevenage Central Library or Stevenage Old Town Library.

The Centre also has magnifiers and voice scanners to help customers with vision or communication difficulties.

Executive Councillor for Resources Sharon Taylor said: “We want to provide our customers with a bespoke service.  They can choose to contact us in whichever way is most convenient for them, whether this is in person or on-line.  Some people are unsure about using new technology and the Council is here to help them to develop this important skill.”

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Notes to editors

Photograph shows a Customer Service Adviser guiding a customer through the Council’s website

For press enquiries telephone Corporate Communications on 01438 242168.

For further comment telephone Executive Councillor for Resources Sharon Taylor on 01438 367884.

Labour   Bruce Jackson 01438 350323
Liberal Democrat Robin Parker  01438 724746
Conservative  Graham Clark  01438 360538