Opening hours for calls to Wiltshire Council and its reception desks will change from Monday 7 August to ensure calls can be answered more efficiently and to direct more resources to the busiest times.
Wiltshire Council’s reception desk opening hours and customer service calls will change from 8:30am – 5:30pm to 9am – 5pm.
The 30 minute slots at the start and end of the day are the quieter times and staff will use those times to respond to emails, social
media queries and for back office administrative duties. Entrance to the hubs will remain at 8:30am to 5:30pm for those wishing to use the hub facilities.
The changes will free up more time to deal with calls and face to face interactions during the busier times of the day and come as more Wiltshire residents opt to contact the council or find out information 24 hours a day via social media, emails and the My Wiltshire system.
Philip Whitehead, cabinet member for operational assets said: “The way people contact and interact with the council is changing and through social media, the website and My Wiltshire system residents can contact us or find out information any time of day or night. These changes will mean our resources are available at the busiest times so we can answer people’s queries quickly and efficiently. The 30 minutes either side of the day will be used for administration duties so all hands will be on deck during the busiest times.”
Some services will be unaffected by the changes including libraries, leisure, registration, health and wellbeing centres and community campuses and the Multi Agency Safeguarding Hub (MASH). Details of their opening times are on the Wiltshire Council website http://www.wiltshire.gov.uk/
All calls outside of the core hours will be dealt with by the usual out of hours emergency system.
Also people can use the My Wiltshire service any time of day to report a range of issues including missed bin collection, highways, grass cutting, litter picking, fraud and trading standards. People can also let the council know of changes affecting their benefits and council tax on the app. The app has proven popular with more than 50,000 registered users.
Those who wish to report concerns online can go to http://www.wiltshire.gov.uk/mywiltshire-online-reporting