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One Number – One Service 0845 600 6400 Chris Philips - Head of Customer Services

One Number – One Service 0845 600 6400 Chris Philips - Head of Customer Services. What access to all council services at first point of contact – information, advice, order, pay. Why support citizens and communities access the services they need When 24/7 by a variety of means

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One Number – One Service 0845 600 6400 Chris Philips - Head of Customer Services

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  1. One Number – One Service0845 600 6400Chris Philips - Head of Customer Services

  2. What access to all council services at first point of contact – information, advice, order, pay. Why support citizens and communities access the services they need When 24/7 by a variety of means How phone, face to face, email, web Where locally – method dependent on population Who trained advisors and partners Vision

  3. A Network of Opportunity

  4. One Call Centre – Three Locations

  5. Access all Areas ‘Your County’ - March 2009

  6. Alnwick Berwick Hexham Morpeth Temporary cash offices at Amble and Newbiggin Ashington Bedlington Blyth Cramlington Seaton Delaval Information Centres

  7. Amble Haltwhistle Haydon Bridge Newbiggin Ponteland Prudhoe Rothbury Seahouses Widdrington Wooler Information PointsLinks with Libraries Information, freephone, web access, card payment

  8. Widening links with libraries Consulting with communities to identify needs Exploring joint service centres Investigating opportunities for community information points Watch this space - one size does not fit all ! Spreading the Network

  9. Short term - consolidate and equalise Medium term - develop service and spread the network Long term - Access to Services Strategy sets our direction - delivery over 3 years Support all services to develop and deliver customer focused services Maximise benefits from scarce resources Reduce wasted contact – National Indicator 14 Increase customer satisfaction Looking Forward

  10. Chris Philips - Head of Customer Services Mark Ferguson - Contact Centre Manager Kevin Dale - Area Service & Development Manager Vicki Atkinson - Area Operations Manager Customer Services Management

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