Lib Dem Islington launches new customer contact centre

12.00.00am GMT Sat 6th Dec 2003

Islington's Liberal Democrat council has launched a brand new contact and customer service centre. The 'Contact Islington' project has taken on all the services previously offered by the environmental reporting hotline and the council's switchboard numbers. The new centre has a single number for users to call, is open from 8am to 6pm Monday-Friday and visitors can also call into its bright new offices in the Municipal offices, 222 Upper Street, in person. The centre also offers Saturday opening once a month on a trial basis. Major improvements for visitors to the 'Contact Islington' centre include: a reception desk for people with quick queries or who want to book appointments. seven customer service desks to look at more detailed issues with constant monitoring of how long queues are getting a 'quiet room' for people to use the free internet services and to fill in forms. a special space for people to look at planning applications. expanded cash offices for rent, council tax, business rates and parking permit payments. There is also a new 24-hour 'Ask Islington' facility for people using the council's website, giving answers to the most commonly asked questions about the council's services. Councillor George Allan, Executive Member for Customer Focus, said: "Putting the Customer first is one of our top priorities, and 'Contact Islington' is a key part of achieving this. "The aim is simple - to answer residents' questions the first time they contact us, rather than putting callers through to a succession of council staff or their answering machines. The new service will deal with about 50% of resident's inquiries, and this will rise gradually to 80% over the next 3 years."