Customer service takes a step forward in Hawick
Friday, July 4 2008
Confusion for customers is out of the question at the new-look Council contact centre.
Instead of having to find the right desk for a particular query, customers can now be confident of having their questions answered, first time, by customer service advisers at the new single reception desk. The newly-trained advisers are capable of dealing with enquiries for all Council services.
The changes are part of the Council’s Customer First programme, which is looking at improving accessibility to Council services for everyone in the Borders. Hawick is the first contact centre to be transformed in this way and the project will now be rolled out to Council offices throughout the Borders, including Jedburgh, Kelso and HQ at Newtown St Boswells.
The new facility in Hawick also includes public access computers linked to the Council website. These allow members of the public to access services online and staff are on hand to provide support and advice.
Another very significant part of the change is that, in partnership with Lothian and Borders Police, visitors to the Hawick contact centre can now make reports without having to visit their local Police station.
A member of staff from Hawick station will be available at the ‘Police desk’ from 9am til 12 noon, Monday to Friday.
Councillor Michael Cook, Executive Member for Corporate Improvement, said: “I’m very pleased with how the new contact centre is working in Hawick. It’s a much more welcoming and comfortable environment for local people to come into.
“Our customer service advisers should be congratulated for rising to the challenge of breaking out of traditional departmental structures and providing services for all departments. I’m also delighted that the Police are working in partnership with us on this project to expand services to members of the public.
“I’m sure the changes in Hawick will prove popular with customers. As we roll these kinds of changes out across the region everyone in the Borders will begin to enjoy the benefits of a similar one-stop-shop. Work is already underway at HQ and the Council is keen to make rapid progress in our other towns.”
Chief Superintendent Charlie Common said: “The Division was delighted to have been asked to take part in this initiative. Scottish Borders Council is to be applauded for involving the Police and I am confident that the people of Hawick will benefit from this excellent joint-venture.
“Hawick Town Hall provides an ideal town centre location and gives the public easy access to our staff. I hope that local people will take the opportunity to use the contact centre for reporting matters to the police, and to seek advice or assistance.”
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