Background to Customer Services Desk
In preparing for the introduction of the Customer Services Desk, Sligo County Council felt its customers should be asked their views on the various services it provides. The Council engaged the services of TSN/MRBI to carry out an independent survey, which involved an interview with 500 householders throughout the county. The results of the survey provided valuable information to the Council in progressing the design and operation of the Customer Services Desk.
The survey revealed that there was a high level of satisfaction among the public with regard to the main Council services. For example 92% said they were satisfied or very satisfied with the Library Service and 81% were expressed satisfaction with the Motor taxation service.
One of the most interesting results of the survey was the high rate of usage of the main Council services, with 98% claiming to have availed of Planning, Roads and Motor Tax services. Most of these contacts involved visits to the Council offices – in relation to the Housing Office, 61% transacted their business in person, 42% by phone, 3% by letter and 3% by e-mail. This latter figure is set to increase in the coming year as many of the Housing Section’s application forms and guidelines are now available on-line on the Council’s website.
The people participating in the survey were asked to identify improvements they would like see introduced to Sligo County Council services.. 45% of respondents would like to see the Council being more ‘flexible’, 28% identified an improvement in secondary roads as a priority, 24% expressed the view that the Council should provide a faster service, and 16% favoured more local decision making. Interestingly, four in ten of the respondents have never used any of the Area offices.
Members of the public were in general satisfied with Sligo County Council’s staff – eight in ten feel the staff are friendly, and 63% remarked that the Council has improved its service in recent years.
The majority of people who took part in the survey (69%) said they were interested to some extent in the proposed Customer Services Desk, and felt that the CRD should be associated with other service improvements they identified, such as greater flexibility, improving roads and providing a faster service.
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