The Streetcare helpdesk provides a first point of contact service for the following calls:
Refuse and recycling collections, bin deliveries, special bulky collections, recycling information, street cleansing, trees, highways maintenance, abandoned vehicles, open spaces, street lighting, dog wardens.
About us
Based on customer feedback from 2007-2008 we have made the following improvements to our service:
- Improved shift patterns to provide more effective cover during peak hours.
- We have additional resource using the Central Admin Team so they can help to provide cover during unavoidable call surges, like when a refuse lorry breaks down, extreme weather conditions, highways problems including road traffic accidents and oil spillage.
- We send standard responses to acknowledge emails.
- We are now using Mayrise Highways to improve our call handling, reporting and back office work.
- Area teams are using hand held PDA’s; this will improve the efficiency when dealing with jobs and back office handling.
- We have improved our messaging service to ensure the options are clear and to shorten the length of the message.
Helpdesk Service Standards - 2008/09
- Only 20% of calls offered can be abandoned.
- All emails to be opened and prioritised by the next working day and actioned within 2 working days.
- Helpdesk calls have an overall score of 80%.
You said about our service - May 2008
- I could not fault the helpdesk response to my query or the prompt action taken to remedy the situation. Well done!
- The service I received was very good indeed, with many thanks.....
- Very satisfied with the service.
- The service is very good, thank you!
Results for 2007