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New research shows that UK local authority customer service operations are now entering Phase Two in their development: focusing less on gearing up for e-Government, and more on delivering quality service that meets their customers' needs, however they choose to make contact.

"Public sector contact centres have been criticised heavily in recent times, notably in the National Consumer Council (NCC) report that criticised government contact centres for the quality of service they provide to poor and disadvantaged people. Our research, however, paints a different picture - at least in the local authority sector" said Paul Skinner, Sales Director, Macfarlane Telesystems.

"Our study shows that local authorities are heavily focused on improving service quality, and investing in both technology and partnership-working to improve overall efficiency (a key objective of the recent Varney report) and meet key objectives such as the new NI 14 national...

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