Plans to improve customer services

Posted on: Wednesday 15 March 2023
Get Involved

Around 400 calls are made to Torfaen Council's contact centre every day and there are often telephone queues at busy times.

Many residents call for information or to request a service or report a problem which can also be done online via our website or the MyTorfaen app.

A draft strategy has now been developed to improve the council’s digital technology to encourage more residents to access our services online.

You can read the draft strategy and tell us what you think at Get Involved Torfaen

The aim is not to force everyone to do everything online but to improve the experience for those who can and will. This will then allow our advisors to better help those customers who need to speak to someone in person.

James Vale, Head of Customer, ICT and Digital at Torfaen Council, said: “Since the pandemic, we’ve seen an increase in the number of residents who want to contact us online.

“We want to continue improving our online services like our website and app. This will mean that for those with the digital ability and technology, online will be the easiest and quickest way to transact with the council.

"It will also free up our contact and customer centre advisors to help those customers who need to speak to someone in person because they can't access the internet or have particularly complex queries.

“We’d like to hear what you think of our approach and what suggestions you have."

As part of the consultation, the digital team will be visiting Torfaen's citizen panels including the three Over 50s groups and holding public drop in sessions, from 10am until 3pm at:

  • Pontypool Indoor Market on Wednesday 22 March.
  • Cwmbran Library on Friday 24 March.
  • Blaenavon Resource Centre on Friday 31 March.
To find out more, visit Get Involved Torfaen
Last Modified: 15/03/2023 Back to top