Benefits, parking charges and Council Tax top issues
The Council has revealed that it continues to face increasing demands for its services form local residents. A recent Council meeting heard that around 25,000 telephone calls were dealt with in October.
Of these around 30% were abandoned by the caller before they received a reply.
York Council Customer Services. click to download
There is similar pressure in dealing with personal callers to West Offices.
Around 11,000 people visited during October.
Credit to the Council as it is now making its customer service performance figures available on line. Click here to see the latest update.
For the latest week published (w/e 12th December) around 4000 rang the Council with a reply obtained, on average, in 35 seconds.
There were also around 3000 visitors to West Offices
The Council does not publish the time it takes to respond to Email requests.
To reduce costs it desperately needs to encourage more people to use its “report it” internet systems. Residents are being encouraged to set up personal accounts (click here) which allow reports of issues to be made as well as payments to be processed.
The Council has promised that by April anyone using this channel to report issues will be able to see what progress the Council is making in resolving the complaint.
Currently the Council has to manually re-input any data received from customers using popular web based contact systems such as My Council