EARLIER this year, Tamworth Borough Council ran a survey asking our customers how they get in touch with the authority, how their needs are changing and what can be done to make customer service even better.
We sent out a short survey, along with the annual Council Tax bill, to each of the borough’s 32,000 households in March.
Every home in Tamworth received a card inviting them to go online and complete the short survey, which asked questions about how customers currently contact the council, how they would prefer to make contact and what methods they would use if they were available
The results told us that the top four methods of contact currently used are:
- Telephone – 34%
- In person at Marmion House – 25%
- Email – 21%
- Via the Council’s website – 13%
But the survey also told us that the top four preferred methods of contact are:
- Email – 33%
- Telephone – 27%
- Via the Council’s website – 22%
- In person at Marmion House – 13%
Those who completed the survey were also asked to tell us what their preferred self-service method was, with email and online forms being the most popular options.
The results of the survey will now be used to improve the preferred choice of contact channels.
We are already making the changes that our customers have asked for, giving more choice about how they contact the council through new channels – including new and improved online access, web chat facilities, check-in by mobile phone and self-serve at Marmion House reception.
New services which will soon be available through a new mobile app include:
- The ability of customers to complete Council Tax processes, report missed bin collections and make payments;
- Receive notifications of a school closure, or a reminder to put bins out;
- Receive reminders when council tax, business rates and rent is due;
- Notification of events and things to do in Tamworth.
There will also be an improved website allowing customers to interact with the council without having to come into Marmion House or ring in. If help is needed to navigate around the site, then it will be available via a new web chat service.
In the near future, there will also be changes made to the service customers receive when they come into Marmion House. Customers will be seen via an appointment, which can be made and managed through the website.
Cllr Rob Pritchard, Tamworth Borough Council Deputy Leader, said: “Our customers have told us that the way they want to communicate with us and access our services is changing, and we need to be able to meet those changing needs.
“We want our customers to be at the heart of all we do, and that is why asked them to get involved by telling us how they want to communicate with us. I would like to thank all of those who took part in the survey and had their say in shaping customer services for the future.”
Everyone who responded to the survey was entered into a prize draw with the chance to win a 42” Hitachi LED TV. The lucky winner was Sophie Pearshouse from Glascote. She was presented with her prize by Cllr Rob Pritchard.