Customer access face-to-face research

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Purpose	In May 2006 Lancashire County Council (LCC) adopted the corporate and ambitious Customer Access Strategy, aimed at managing and improving the ways our citizens are able to access information and services. The strategy is managed by the Customer Access Team and comprises of four activity streams: a) Putting the customer first. A corporate approach to ensuring that excellent Customer Service characterises all contact between the public and any County Council employee. b) Self-service (www.lancashire.gov.uk). To provide access to LCC services via its web-site, electronic means and the latest technology. c) Telephony (0845 053 0000). To provide access to LCC services via a centrally managed Customer Service Centre (CSC). d) Face to Face. To provide access to Council, District & partner services through a variety of locally accessible service delivery points.
Subject	County Information Centres Communications
Commissioned by	Suzi Foster

Geographic area	All of Lancashire
Method	Simulations
Consultation with	General public
Date	01/05/2007 - 31/12/2007
Undertaken by	Research and Intelligence Team, Policy Unit

Results

Number in sample	1880
Key findings	Countywide results - The majority, 54%, said that they normally prefer to access services via telephone, 41% said they prefer Face to Face access and 5% said they prefer to use the internet to contact us or find out about services. When questioned further about this, citizens advised that their method of access depends very much on the nature of the service they are accessing and their personal situation/life experience at that time. Out of all the responses 754 had contacted Lancashire County Council before. The findings of the service(s) enquired about were Highways 59%, NoWcard 46%, Blue Badges 34%, General 24%, Corporate Vacancies 7%, Registration services 6%, School transport 6%, Online school admissions 4% and other 34%. (This includes Pensions, Libraries, Planning, School Meals, Social Services and Student Services). District level results. Self service: Fylde is the district with the greatest preference for accessing council services via the internet (11%), closely followed by Ribble Valley and Wyre (both 9%). Rossendale (1%), Burnley (2%) and Lancaster (2%) citizens were the least likely to use the internet to access council services. Telephony: Ribble Valley is the district with the greatest preference for accessing council services via the telephone (66%), closely followed by, Pendle (60%), West Lancashire and Hyndburn (both 59%) and Fylde (57%). Ribble Valley, West Lancashire and Fylde are the most rural districts in Lancashire and the preference of the majority of our rural respondents was to access services via the telephone. Lancaster citizens (38%) were the least likely to use the telephone to access council services, followed by Preston (42%) and Chorley (45%). Lancaster and Chorley have a high percentage of over 60s and Preston has a very high percentage of BME citizens. Both these target groups currently indicate a high preference for Face to Face contact. Face to Face: Lancaster is the district with the greatest preference for accessing council services via the Face to Face channel (60%), followed by Preston (52%), Chorley (51%) and Rossendale (49%). Ribble Valley (25%) citizens were the least likely to use the Face to Face channel to access council services.

Number in sample

1880

Key findings

Countywide results - The majority, 54%, said that they normally prefer to access services via telephone, 41% said they prefer Face to Face access and 5% said they prefer to use the internet to contact us or find out about services. When questioned further about this, citizens advised that their method of access depends very much on the nature of the service they are accessing and their personal situation/life experience at that time.

Out of all the responses 754 had contacted Lancashire County Council before. The findings of the service(s) enquired about were Highways 59%, NoWcard 46%, Blue Badges 34%, General 24%, Corporate Vacancies 7%, Registration services 6%, School transport 6%, Online school admissions 4% and other 34%. (This includes Pensions, Libraries, Planning, School Meals, Social Services and Student Services).

District level results.
Self service: Fylde is the district with the greatest preference for accessing council services via the internet (11%), closely followed by Ribble Valley and Wyre (both 9%). Rossendale (1%), Burnley (2%) and Lancaster (2%) citizens were the least likely to use the internet to access council services.

Telephony: Ribble Valley is the district with the greatest preference for accessing council services via the telephone (66%), closely followed by, Pendle (60%), West Lancashire and Hyndburn (both 59%) and Fylde (57%). Ribble Valley, West Lancashire and Fylde are the most rural districts in Lancashire and the preference of the majority of our rural respondents was to access services via the telephone. Lancaster citizens (38%) were the least likely to use the telephone to access council services, followed by Preston (42%) and Chorley (45%). Lancaster and Chorley have a high percentage of over 60s and Preston has a very high percentage of BME citizens. Both these target groups currently indicate a high preference for Face to Face contact.

Face to Face: Lancaster is the district with the greatest preference for accessing council services via the Face to Face channel (60%), followed by Preston (52%), Chorley (51%) and Rossendale (49%). Ribble Valley (25%) citizens were the least likely to use the Face to Face channel to access council services.

Project document(s)

Report(s)

Face-to-face Research Report

Contact information

For more information about this research contact:

Suzi Foster
01772 537120

Email: suzie.foster@lancashire.gov.uk