Liverpool City Council continues to make it easier for people to get in touch. Libraries are now being used to provide one stop shops for council services. In the pioneer site the shop has in its own section of the library and offers the same services as the city’s four larger one stop shops. The shops give people access to all council services under one roof, from housing benefits to education awards. Each shop is specially designed with the customer in mind, in welcoming, comfortable surroundings.Callers to the shops are given an individual ‘account’ which means council advisors can deal with a number of different enquiries in one visit.
The city council uses an Oracle customer relationship management system which links all areas within the council, from one stop shops to the call center – Liverpool Direct.
The council has created a 300 million pounds Joint Venture with BT and plans to invest almost 60 million pounds in new technology to improve customer services and cut waiting time