Worthing Borough Council

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Service Standards

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Tel
01903 239999

Service Standards

You Said, We Did

Your Suggestions and Our Actions
You Said We Did
More private interview facilities 2 private interview rooms
The contact centre area is scruffy We redecorated the contact centre waiting area
Interpreters should be available to give advice on filling out forms We arranged a contract with interpreting services to help customers fill out their forms
More members of staff to help with issuing bus passes We now have an office and a member of staff dedicated to issue bus passes who is available every morning Monday to Friday. All our counters have webcams installed to take the digital photos for bus passes
We want more information on what proof we need to provide with our benefits claim We now provide an explanatory leaflet clearly explaining what we accept as proof for benefits claims
We want to be able to be put through to refuse when we call the Contact Centre The direct dial from Adur and Worthing Services is 01903 851729 however we can in some instances transfer calls through to them from our Contact Centre

Our Service Standard Aims:

  • 80% of all calls received answered within 20 seconds
  • 80% of all calls received dealt with at the first point of contact
  • 90% of recorded voice messages returned within 1 working day

Charter Mark

chartermark2

The Services Directorate, which includes Revenues and Benefits and Customer Services has been awarded the Charter Mark for Customer Service Excellence. The Charter Mark award is the UK Government's national standard for excellence in customer services. Through the Charter Mark we aim to provide customers with more choices and continually improve our front line services. To obtain the Charter Mark we must meet the following criteria;

Charter Mark Criteria and Action
Criteria
How we achieve the criteria
Set Standards and perform well Meet our national set bench mark performance indicators for customer services
Actively engage with our customers Customer surveys and 'you said, we did'
Be fair and accessible Disabled access via ramps into the Town Hall, Loop Systems and minicom available for customers with hearing impairments. Large print forms are also available for customers with visual impairments
Continue to improve and develop Incoporating new systems and services into the contact centre to broaden customer's choices
Use resources effectively Incorporating new technology and services into the contact centre
Contribute to improving quality of life in the communities Regular Focus Groups to discuss local issues

Further information on our Charter Mark award is displayed in our contact centre area in the Town Hall or by following this link to the Charter Mark website.

Accessibility for all

To ensure equal opportunities and access for all we now offer the following services

  • Disabled Access to the Town Hall
  • Hearing Loop system in place at the contact centre
  • Our forms are available in large print
  • We offer an Interpreter service to assist filling out forms
  • For those person's housebound we offer a visitors service to assist filling out forms, please call 01903 239999 for further information.
Comments, Compliments and Complaints Form
Web Page Link

Have your say

If you would like to make any comments or suggestions regarding customer services please use the Comments, Compliments and Complaints form.

Customer Satisfaction Surveys

The chart below shows our performance on the exit surveys at our customer services contact centre. Each month we conduct exit surveys at the contact centre and every month we conduct inbound telephone surveys to monitor the customer service we provide.

Customer Satisfaction in 2009/10 was at 90% or more every month
Customer Satisfaction 2009/10

Complaints Report

Our  is now available for you to view.


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Worthing Borough Council