Web use boosts Sheffield council’s service

Sheffield Town Hall
Sheffield Town Hall
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Sheffield Council’s level of customer service has been described as ‘exceptional’ after an inspection - with online technology which means residents do not have to speak to staff deemed to have boosted standards.

The authority was visited by the national firm SGS, which awards certificates for good customer service, and following the checks it has retained its ‘excellence’ accreditation, originally awarded four years ago.

The inspector praised the council’s revamped website - which makes it easier to access services using a smartphone or tablet computer - as well as shorter waiting times at the First Point facility on Norfolk Street in the city centre.

Interviews with customers and staff were carried out under the checks.

Coun Ben Curran, cabinet member for finance and resources, said the council’s ‘self-service approach’ was a factor in its success - while Julie Bullen, director of customer services, said staff were ‘proud’ of the results, but added they ‘will not be complacent’.

“We will continue to develop our IT systems in areas such as the register office to make the process of registering a birth, death or marriage more efficient,” she said.

Coun Curran said: “Customer service is at the heart of everything we do so we are really delighted to receive this accreditation.

“It shows we are continuing to deliver a high quality service to the people of Sheffield.”

He continued: “The assessor was impressed with how we have responded to new technology, our use of Twitter and the self-service approach on our website.

“More than 40 per cent of people are currently accessing our website via a smartphone or tablet and we hope this will begin to increase.”