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SCOTS PATCHY ON PUBLIC REQUESTS

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Mystery shoppers employed by Audit Scotland have found councils lack consistent policies for information requests f...
Mystery shoppers employed by Audit Scotland have found councils lack consistent policies for information requests from the public.

The shoppers visited seven councils and found customers often got the information they wanted, but much depended on the individual member of staff they happened to contact.

'Most councils do not have an explicit customer service programme, or their plans are not completed,' Audit Scotland found.

It urged councils to ensure customer services work efficiently because of the large sums of money involved.

The Accounts Commission, for which Audit Scotland undertook the research, said councils across Scotland handle 35-40 million enquires each year and spend at least£40m on customer service.

Commission chair Alastair MacNish said: 'Councils should ask if they are giving good

customer service enough priority. Councils without a solid strategy in place seem unlikely to succeed.'

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