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Service Centre operating hours to be extended (06/10/09)
The Highland Council has agreed to extend the operating hours of its Service Centre, which acts as a hub for customer telephone contact and blue badge processing.
Located at Osprey House, Alness, the Service Centre currently operates from 9.00 am – 5.00 pm Monday to Friday.
From the beginning of next year, a service will be provided between 8.00 am – 6.00 pm Monday to Friday and between 9.00 am – noon on a Saturday.
Between April 2008 and April 2009, the Centre received 306,855 calls and resolved 82.89% at the first point of contact.
Councillor Carolyn Wilson, Chairman of the Council’s Resources Committee, said feedback from customer surveys had demonstrated a need for enhanced telephony-based customer service.
She said: “Over the past five years, the Council has made a significant investment in modernising the services we provide to customers and I am pleased to report that we are achieving satisfaction levels of 96% within the customer service network. The extension of the service from the start of the new year will meet demand, increase customer satisfaction, and avoid Monday morning call queues.”
The Council also operates 37 Service Points, which enables the public to access advice and information face to face as well as to pay bills.