A new way of working at Bishop's Castle Customer Service Point

Proposal

We understand the importance of a local face-to-face service to many of our customers who may not be able to use alternative means of doing business, such as over the telephone or online, or who may need help to use these alternatives.

As with other departments, we need to make budgetary savings across our operation, which covers the whole of the Shropshire area, but we want to do so in a way that doesn't diminish the level of service that people can access in their locality.

We're therefore consulting the public on the proposal to transfer the responsibility for running Bishop's Castle Customer Service Point to the staff at Enterprise House.

We'll be installing a freephone facility for our customers to use through which most of our services can be contacted, and we'll also be installing a public computer so that customers can carry out business online. The staff at Enterprise House will be on hand for anyone who needs help.

This proposed change will:

allow us to carry on providing this service for the people of Bishop's Castle and the surrounding area

extend the opening hours of the service

introduce new ways of doing business with us for those customers who choose this option

If you wish to raise any comment or objection, or to write in support of this proposal, you can do so by email to sati.raju@shropshire.gov.uk or chris.westwood@shropshire.gov.uk, or by filling in our written survey form, which is available at the customer service point.

The closing date for all replies is 31 August 2015.

Frequently asked questions

Will I still be able to get my blue badge and bus pass at Enterprise House?

Yes, staff at Enterprise House will be able to help you, or you could complete the application online via the computers available at the centre.

What happens if I need help to complete a form?

The staff at Enterprise house will be able to offer help with this.

I can't use a computer; how will I get help with what I need?

When you see someone at a customer service point they usually do what is needed via their computer, so don't worry if you can't use one yourself because the same help will be available through the public computer.

If I use the customer freephone who does it get me through to?

The phones are linked directly to our customer service centre, where staff will be able to deal with most things for you.

What sort of services can I get over the phone?

We can provide almost all of the same services over the phone, including making payments.

Will the customer service point opening hours change?

Because the staff at Enterprise House will be able to help you, the service will actually be available for longer than it is at the moment.

Will the staff at Enterprise House know enough to be able to help me?

Customer services staff will train the staff at Enterprise House and make sure that they are kept up to date when things change. Also, support will be available via helplines should they need it.

When might this happen?

Subject to this consultation, we would aim to have the new service up and running before the end of this financial year (31 March 2016).