We present to you the new face of Dover District Council in the Dover town centre.
These modern premises represent a significant part of the £1 million investment Dover District Council is making in frontline customer services
Why have we done this?
This new development recognises the need to take services into the District wherever possible, ensuring that Dover District Council meets its target to increase customer satisfaction.
Good use of money?
Castle Street is the first stage of Dover District Council’s investment in both technology and front line staff that will enable customers to have immediate answers to at least 70% of their enquiries. By only having to deal with one person, customers will see fewer delays and Dover District Council will become ever more efficient. Investing in the right tools and skills for staff at the front line will free up more time for other service professionals to improve services even more.
Excellent Service
We already have areas of customer service for which we are rightly very proud; answering 50,000 telephone calls a month, having our Website in the top 25% nationally for accessibility and recently in the Government’s top ten of all local authority Websites. The use made by the public of our Dover District @ your service Internet site is increasing every day as we improve access and available services.
The Best
We are embarking upon an extensive process of training and development for frontline staff. Dover District @ your service now includes a new telephone contact centre at Whitfield, which staff can access at Castle Street to cover busy periods. Dover District @ your service is already improving the service we provide to customers for waste and environmental enquiries.We believe that our offices and staff should show the high level of respect we have for our residents, Castle Street is a tangible example of our belief.
Dover District @ your service will also be supported by new Customer Relationship Management computer systems that will end the need for customers to have to repeat their details each time they contact the Council.
Partnership, Equality and Diversity
Dover District Council @ your service Castle Street office meets the needs for our less able bodied customers, supporting the Council’s wider disability compliance targets. From April, our Housing Advisors will also be present in Castle Street to advise and help our vulnerable and homeless. Other services will follow, including planning, that will be supplemented by surgeries with our partners; including, Shelter, Dover District Volunteering Centre, Southern Housing and the Pension Service. Bringing together other agencies in one office marks a significant step forward in our customer service.
Dover Pride
Dover District Council @ your service Castle Street office is at the heart of the ‘Dover Town Investment Zone’. Castle Street is the first major capital investment in ‘Dover Pride’.The office complex provides modern accommodation for the Dover Pride team to enable them to raise Dover Pride’s profile right in the heart of Dover.
Dover District Volunteering Centre
Dover District Volunteering Centre are at the Castle Street office on Thursday afternoons 1pm - 4pm. The Volunteer Centre, whose main base is in Deal, brings together people who want to volunteer with organisations that are looking for volunteers to help them provide their services. If you are interested in volunteering, or you just want to find out more about what is involved, you can telephone the Volunteer Centre on 01304 367898 or e mail doverdvc@hotmail.com or visit www.do-it.org.uk. If you are an organisation looking for volunteers, maybe they can help too.
Our commitment
Elected members from all political parties, management and staff are all committed to the innovation that is Dover District Council @ your service. By being here we hope that you can see and feel that this is a new and exciting way to deliver excellence to our residents.
For more information, or if you have any comments, please contact Graeme Webb or Emma Bumstead in the Customer Services Team on (01304) 872404 or (01304) 872405, or e-mail: customerservices@dover.gov.uk
