Plymouth aims to boost public contact, with libraries offering face to face help amid growing digital transactions, budget cuts, and fewer phone staff.
The council cut nearly £2 million recently. Fewer staff now answer phones, the number went from 45 to just 11 people. Digital service use rose ten percent yearly, bringing online inquiries to around 95 percent.
Phone calls often involve complex topics, including social care and children’s services. Also, people call about SEND and homelessness issues. The council answers 96% of calls, with most calls answered within one minute. The longest wait recorded was 27 minutes.
Council members want to improve public contact, highlighting the importance of the Central Library. Over 600 in-person appointments were held there, assisting people with forms for badges and passes.
People prefer the central library for appointments, often combining it with shopping trips. Community libraries see fewer visits currently, but this could change as they gain popularity.
The council wants better customer service and plans to use buildings more, including health and wellbeing hubs.
The council is changing its approach. They are not like Amazon or British Gas and do not have many people waiting for calls.
Things changed during and after Covid-19. People use digital options more often now and budget cuts also contributed to this shift.
The council plans a digital strategy. They want to find patterns and issues, then, they can address the public’s needs.
Digital services get constant improvements. This is frequently based on public feedback, for example, the council increased photo size for reporting potholes.