Have your say on getting in touch with LCC

Plans to make sure more people contacting Leicestershire County Council get the help they need have been laid out in a new strategy.

Nearly half a million* people have contact with the council every month, over half, 295,000, making use of the county council's online contact options.

Around 130,000 phone calls also received each month– an average of 6,500 every working day, looking for assistance on one of the county council's services, ranging from registering a birth to applying for a bus pass.

People – both individuals and organisations - are now being asked to feedback on the Customer Experience Strategy, which sets out a plan to make sure that people can communicate with services quicker via modern, accessible technology.

The new approach will also help to ensure that people who telephone the council get through, instead of missing out on help when lines are busy.

Councillor Lee Breckon, cabinet member for resources, said: "The promises that we put forward in our customer experience strategy put taxpayers and their families at the centre of what we do.

"We know from our customers that they want faster processes that are easier to access for everyone, so that's what we're aiming for in our strategy.

"We want to be clear though that this isn't about making everyone go online – we know that not everyone has access – it's about making sure those who can get help online do so, freeing up lines for people who really need to talk to us."

"Whether you're getting in touch with us about fixing a pothole or a complicated social care situation, we want you to be able to access our services in a faster, more modern way that is right for you – and at the right time."

The customer consultation is open until 10 November 2024 at www.leicestershire.gov.uk/customer-experience.

Ends

*488,600 total contacts, doesn't include 300,000 website visits. Figures taken from the draft customer experience strategy.

In Person (monthly)

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Phone (monthly)

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Email (monthly)

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Online (monthly)

• 600 Visits to County Hall reception

• 52,000 welcomed in our libraries

• 11,000 visits to our 6 museum and heritage sites

• Locality Offices (figure unknown)

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• 130,000 calls

(72% of calls handled – 20% classed as "missed. (8% drop off before answering)

Industry standard is 80% call handled rate

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• 190,000 emails

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• 300,000 web sessions

• 105,000 online transactions