News-Customer Access Points could become weekly surgeries

Our Cabinet will hear that demand for the authority's Customer Access Points (CAPs) has decreased year on year, with appointment numbers falling by 16,000 per year since 2018.

To reflect the fall in the number of people using the points, in October last year we reduced the opening hours of four of our least-used CAPs.

However, councillors will be told that since this change was introduced, some CAPs still have 60 per cent of appointments available, with just 22 per cent of appointments used at some sites.

A consultation was held earlier this year to get the public's views on a review of CAPs' face-to-face customer service offer.

After considering the results of the consultation, Cabinet will be asked to agree to a new proposed model for the CAPs where they will operate one day a week as a surgery for residents.

Covering a wider geographical area

If approved, there will also be two new CAP surgeries set up in Peterlee and Newton Aycliffe, also operating one day a week.

These changes will better reflect the reduced demand for face-to-face services while also covering a wider geographical area of the county.

Cabinet will hear that, while there will be a reduction in opening times of CAPs, residents can still access customer support through telephone, email, social media, and webchat - all of which have seen a substantial increase in demand since the coronavirus pandemic.

Supporting all customers

Cllr Susan McDonnell, our Cabinet member for customer services, said: "We are getting a clear message through the uptake of appointments that there is a reduced demand for face-to-face services at our CAPs. However, we understand that, for some residents, a face-to-face service is still the most valuable way to get the help they need.

"We've therefore decided to review how our CAPs work so that a face-to-face offer is still available for those that need it, and in more areas of the county too, while also reflecting the reduced demand.

"The new model will help us better support all customers, allowing us to be available for residents who can access support over the phone or digitally, while also continuing to offer face-to-face services that cover more areas of the county for those that need them."

If agreed, it is expected that the changes to CAPs will come into effect on 1 October next year.