Bolsover District Council has taken the decision to close its Contact Centres on Saturdays from the end of December to help free up resources and improve its performance to customers.
The Council has four Contact Centres, located at Bolsover, Clowne, Shirebrook and South Normanton, but dwindling resources have resulted in the service under-performing and struggling to meet the council’s own standards.
The decision to close on Saturday mornings will help release employees to work when the service is busier during the week, covering telephones, face-to-face enquiries and taking payments.
Bolsover District Council Leader Cllr Eion Watts said: “This was not an easy decision to make, but we had to do something to improve our performance to customers.
“By closing on a Saturday morning, this means we can increase staffing resources in the week when we are at our busiest, which will help drive up our performance and provide customers with a better service.
“Figures reveal that the majority of transactions on Saturdays are where people want to make payments, a service that can easily be done from the comfort of people’s own home via our website or automated telephone payment system, so it makes sense for us to close and use our resources during busier periods in the week.”
Residents are reminded that council services they can access via the Contact Centres are available to them in a variety of different ways including the following:
Website www.bolsover.gov.uk where residents can pay bills, access services, complete application forms, view planning applications, make enquiries; Telephone Payments can be made at any time through our automated telephone payment system. You will need a touch tone telephone and your reference number and debit card details. Or ring 01246 242424 Monday to Friday 8am – 5pm where the Customer Advisors will be able to take a payment from you; Social Networking Sites – The Council has Facebook and Twitter accounts where people can request information or keep up to date with the latest news.
The Contact Centres will remain open 9am to 5pm for face-to-face callers and 8am to 5pm for telephone enquiries on (01246) 242424 from Monday to Friday.