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.
Helpdesk opening hours:
Monday, Tuesday, Thursday 8.45am – 5.00pm
Wednesday 9.00am - 5.00pm
Friday 8.45am - 4.30pm
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