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| Reference: | R23 |
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| Title (unofficial): | Access to council services out-of-hours |
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| Category: | 12. Accessibility of services |
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| Suggested Sponsor(s): | Head of Customer Services |
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| ODPM desc: | Self-service or mediated access to all council services outside standard working hours via the Internet or telephone contact centres (i.e. available for extended hours outside of 9am-5pm Monday to Friday) |
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| IDeA guidance: | To fulfil this requirement, councils will have to offer access to all council services for extended periods via websites or through call centres.
Those services offered through the web channel will already meet this requirement. The main implication of this requirement is for e-enabled services that are not available through the web, but only through e-enabled telephone channels. This outcome requires that these services be offered for extended hours also.
Councils will need to have a strategy in place to ensure 24/7 cover in terms of reporting mechanisms for all services, allowing citizens the alternative of registering some form of service request or action over the web outside of contact centre opening times.
Outputs from the Knowledge Management National Project include web templates for mediated services designed to help front-line staff to support customers. |
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| ESD Toolkit: | Click here for relevant ESD-Toolkit page | |
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| Nat Projects: | Data is no longer maintained | |
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| Partnerships: | Data is no longer maintained | |
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| Products: | Data is no longer maintained |
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| Other links: | |
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| Technology components: | M - Access Channels |
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| URL for this page: | http://www.brent.gov.uk/egr.nsf/POByRefLP/R23 | |
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