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MODERNISING GOVERNMENT FUND PUTS STIRLING COUNCIL IN TOUCH WITH ITS PEOPLE

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Stirling Council's new customer contact centre offering local people improved access to public services was officia...
Stirling Council's new customer contact centre offering local people improved access to public services was officially opened today.

The Stirling Contact Centre received just over£1m funding from the Executive's Modernising Government Fund.

It is just one part of the council's wider Access Stirling strategy, which aims to deliver improved services.

Minister for finance and public services Andy Kerr said:

'I would like to congratulate everyone involved in the delivery of a very ambitious centre which provides better access to essential services based on the needs of the people of Stirling.

'Modernising government is all about people - it is about improving the delivery of top-quality customer-focussed public services. The people of Stirling wanted better delivery of public services - and that is exactly what this centre, which received just over£1m from the Modernising Government Fund, aims to deliver.'

The Contact Centre offers:

-- A contact centre for phone and e-mail enquiries

-- Extended opening hours: 8am-8pm Mon-Fri and 10am-4pm on Sat

-- A single number to improve service for the 75% of locals who prefer to phone

-- A new website and single e-mail address

-- Target services - services that can be delivered through the contact centre are cleansing, pest control, housing, road and street lighting

Benefits to the customer include:

-- One-stop approach

-- Consistent standards at headquarters and local offices

-- Work-in-progress can be tracked

-- Complaints are logged

-- Customer services has a system for escalating problems

Mr Kerr added:

'This innovative project is about improving the experience for customers and making the business processes and technology smarter. It will deliver better services to the people of Stirling including a single telephone number and single e-mail address for all enquiries. In addition the centre will have extended opening hours and a new website giving local people greater flexibility and easy access to services.

'It is also impressive that the people of Stirling - who asked for this type of service - are now using it. There have been some 65,000 calls since the centre opened. As well as listening to residents, Stirling Council worked in partnership with others including Community Planning partners and other councils to share their experience and learning.

'The improved delivery of customer-focussed public services is our top priority and this centre is and will continue to make a real difference to real people.'

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