Changes to contact centre opening hours

 Changes are being made to the opening hours of Wychavon's customer contact centres from next week.


The number of visitors to each centre continues to fall as residents increasingly turn to online services to access help and support, pay bills or find out information.

Over the last three years there has been a 53% drop in visitors to Droitwich Contact Centre, while the number of people seeking help in person at Evesham Contact Centre is down 42%. Pershore Contact Centre has also seen a drop in visitor numbers of 24% over the same period.

On average only two to three people an hour are seen at Droitwich and Evesham Contact Centres. As a result it is no longer good value for the taxpayer to continue to operate both centres on their current opening hours.

Instead Evesham Contact Centre's opening hours will be reduced from five to three days a week, opening 9.30am to 3.30pm on Mondays, Wednesdays and Thursdays. Droitwich Contact Centre's opening hours will be reduced by one day, opening on Tuesdays and Fridays from 9.30am to 3.30pm. The changes will take place from Monday, 2 December 2019.

Pershore Contact Centre will remain open five days a week from 9am to 5pm. Residents will still be able to access help and support by phone or by using any of the online services available at www.wychavon.gov.uk. Bills can be paid via direct debit, online or at PayPoints based in local shops and other outlets.

Kath Smith, Customer Services Manager at Wychavon District Council, said: "Residents increasingly want to do business with us online and at a time that suits them. That is why we have put a lot of effort into improving our website so people have the opportunity to report issues, find out information and make payments 24/7.

"While we continue to improve and develop our online services we know there are some people who need that face-to-face support, which is why we are maintaining our centres but at reduced opening hours. This ensures we deliver best value for the taxpayer while continuing to meet the ever changing needs of our customers."
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