Welcome to the Towards One Council Website, a one stop shop for all news relating to the transition to one council for Wiltshire.

 

Customer Access: Frequently asked questions

This page aims to answer some of the frequently asked questions posed by customers and customer service staff.

Customers

Q. How much will it cost to call the new council?

Our plan is that the caller will be charged a local call rate, irrespective of where they call from in Wiltshire.  We are going through a procurement exercise and will be able to confirm this in the autumn.

Q. What about if I call from my mobile phone or if I have an inclusive package on my landline?

Our plan is that it will only cost the same as the caller currently pays for a local call.  As above, this is part of the procurement exercise and will confirm as soon as we know for sure.

Q. What is a golden number?

As well as a general enquiries contact number there will be service numbers (referred to as golden numbers) which when called will take callers straight through to teams delivering specific services.

Q. Will I still be able to visit my local council office in person?

Yes. The new council will continue to provide face-to-face premises in the county. This will remain in the same locations in Chippenham, Trowbridge and Devizes, Amesbury and Mere. The council will offer the same or more appropriate premises in Salisbury.

Q. Will my local council office be able to deal with all queries, ie those which were previously county and district services?

You will be able to get information and services which are currently district and county at the main local offices (ie in Chippenham, Devizes, Salisbury and Trowbridge, and also Amesbury and Mere).  You will also be able to access this information via the website and over the telephone.  

Q. How will customers know about the change of number?

The general enquiry number and service specific telephone numbers will be thoroughly promoted to customers and potential customers ahead of 1 April 2009.

Q. Will the new council have one website?

Yes. The brand new council will have a brand new website by 1 April.

Q. Will the information I can currently access on the district website still be available?

Yes. All of the information contained on the current district and county websites will be used on the new website.

Q. If I e-mail the council how do I know it will be dealt with and won’t get lost?

When you e-mail the council through the website it will go to a dedicated team of Customer Service staff. Your e-mail will be given a unique reference number and you will be sent an acknowledgement which will let you know what will happen next. We also plan that you will also have the option to track progress on-line, by 1 April.

Q. Will the new website be easy to navigate?

Yes.  It will be designed for ease of use.  It will clearly signpost the customer to information they wish to access, and provide transactional services which customers most wish to perform, for example report, register, book, and pay.

Customer Service Staff

Q. Will I just be taking calls from a certain area, or all over the Districts? For services which are the same everywhere and where no access is needed to specific departmental IT systems, you will be taking calls from anywhere.

For services which require specific knowledge or specific service access, you will be taking calls from a district area.

We will explain how this will work at the forthcoming Access to You communication events (dates being arranged), and also be working on the practicalities during the autumn.  

Everyone will have comprehensive training in the first quarter of 2009 ahead of go-live.

Where will I be based? Will I have to move to a 'central' area?

At 1 April and for some time after almost everyone will be in the same working location as they are at present.  This is because we will have a virtual contact centre for incoming phone calls and because the customer service staff who currently provide both face to face and telephony service to customers will continue to do so.

This will also be covered in the Access to You communication events (dates being arranged).

Q. Will there be a contact directory for all staff?

Yes, and it will be available to all customer service staff.