Folkestone & Hythe District Council

Summary of Submission

This past year the team have introduced a new integrated document management system that automates and interacts with both the back-office system and customer facing online services. They have also incorporated the front facing service into the team allowing the Council to manage customer flow via the telephone and digital routes; additional cross training is allowing staff to offer resolutions at first contact rather than message taking, aiming to reduce the overall workload into the back-office environment. 
This has been delivered by maintaining high performance levels whilst delivering core services and supporting residents with additional schemes which includes food, clothing, bedding, carpets, beds, white goods, boiler replacement/servicing, oil/gas support for off grid homes and smaller energy efficient items. We have also targeted groups for support using communications, advertising and data intelligence to target our resources effectively, whilst increasing support and Council income through our work with Reachout.