Kentish Express Ashford & District
Customer services move as online demand increases
Face to face customer services for Ashford Borough Council (ABC) are returning to the Civic Centre in Tannery Lane, Ashford, later this month.
They are heading back there from Ashford Gateway in Church Road from Monday, March 21.
ABC says it’s a result of a change in the way people use its services, with more residents now preferring to use online methods or self-help to deal with the council.
The introduction of Universal Credit is expected to a further drop in demand for face to face contact.
ABC says the change in location will improve contact with the public, offering self-help for people, assisted help for those who need it and appointments for those with more complex inquiries.
Last year ABC introduced a new meet and greet system at Ashford Gateway where visitors were greeted by a ‘host’, who establishes the purpose for the visit and points them in the right direction.
The council says the feedback has been very positive and has significantly reduced waiting times.
Cllr Clair Bell, portfolio holder for customer services, said: “Many people today have busy lives and would rather interact with us online than making personal visits to council offices. By transferring resources to where they are most needed we can improve waiting times and deal with enquiries more efficiently.”
The Tourist Information Centre will remain on the second floor at Ashford Gateway.
The Civic Centre reception has been revamped to deal with visitors diverted there from the Ashford Gateway.
The new service in Tannery Lane offers free parking for up to 20 minutes.
In Tenterden the new model will be phased in while discussions continue on how future services will be provided.
What do you think? Write to Kentish Express, 34-36 North Street, Ashford, TN24 8JR or email kentishexpress@thekmgroup.co.uk