Stockton-on-Tees Borough Council

Access to Services Strategy

We are making it easier for our customers to access Stockton Council services. 

Over the last two years Stockton Council has begun to completely revolutionise the way people make contact and have their service requests dealt with and questions answered and there's more still to come... 

Our Access to Services Programme is a complex project bringing together, staff, technology, information and buildings to benefit the Council's customers. 

Phase One has seen:

• The opening of the Customer Service Centre (for telephone contact) in Municipal Buildings.
• The opening of the Thornaby Customer Service Centre (For face-to-face contact) in Thornaby Town Centre.

We have:

• Created a new Customer Services Team
• Introduced CRM (Customer Relationship Management) technology
• Invested in a new contact centre telephony system
• Developed our website and online self service facilities
• Reviewed our processes and new ways of working
• Embarked on a challenging staff training and development programme
• Engaged with staff, customers, partners and key stakeholders at every opportunity.

Phase Two has seen

• The opening of Stockton Customer Service Centre based in Stockton Central Library in Stockton Town Centre.