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New strategy will improve contact channels

We have launched a new PDF iconChannel Strategy, aimed at giving our residents more ways and easier access to our services.

Advances in technology and increasing demand for cochannel strategy chartuncil services to be made available to meet residents’ busy lives mean we must adapt and keep up to date with how our residents want to contact us.

The Channel Strategy sets out the seven main communication channels we intend to use to deliver our services to, and interact with, our customers. These are:

  • Face to face
  • Email
  • Internet
  • Telephone
  • Mobile technology
  • Automated telephone technology
  • Post

The two-year strategy explains how we will use each of these methods to meet the contact demands of our customers using the resources we have available. Issues include developing our Social Networking Sites, exploring the possibility of mobile phone applications, reduce the number of contact numbers published and work with other partners to reduce multiple customer contacts when providing us with information.

Council Leader, Councillor Eion Watts said, “People are living busy lives and technology moves so fast these days that we must keep up with it and offer our services in a variety of ways. We want to provide our services in a way that our residents want, at a time that suits them and make this as easy as possible.”

It also focuses on three key types of contact which are:

  • Transactions (e.g. reporting a problem or paying a bill)
  • Interactions (e.g. obtaining advice, public consultations, petitioning)
  • Information provision (e.g. leaflets, web pages, latest news, service booklets)

 “We are already very active in the worlds of social networking and our website, but appreciate that not everyone has access to the internet or wants to contact us this way. That’s why we will continue to provide a full range of contact choices to ensure that no one is excluded or disadvantaged through lack of access to our services,” added Councillor Watts.

Date issued: 10th January 2012

Last Updated on Tuesday, 10 January 2012 11:48

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