A MAJOR £400,000 investment in services at Middlesbrough Council’s Customer Centre has reduced waiting times to a fifth of what they were.

A revised emphasis on assisting people towards self-service, which can be done easily online at home as well as at Middlesbrough Council centres, including Community Hubs, is currently being rolled out.

The Council’s approach to improved customer service aims to streamline the way local people access services and information in a manner and at a time that is convenient to them.

Middlesbrough Mayor Dave Budd said: “It is hugely important that the Council leads the way in offering everyone the easiest and most efficient way of accessing services.

“That means those who want to carry out their business at home or on the go via a mobile device can do so at a time of their choosing, but also that those who prefer to use the phone or visit the Customer Centre in person can continue to do so.

“The benefits of this are clear to all and we are already seeing reduced waiting times in the Customer Centre with those who are happy to self-serve able to do so and those who require further assistance given the attention they require.

“We are delighted with the initial response from those who have used the service and we will continue to work to ensure that everyone enjoys a positive customer experience.”

The Council has already rolled out free Wi-Fi across its community hubs giving high levels of free access for residents to use the new self-service systems.