Dear Bob,
RE: Council Tax Billing - Self-Service Customer Enquiry System.
I am pleased to write and confirm that we wish to continue with the above service for 2003/2004.

Since initiating this service some years ago, we have been delighted with both the improved customer service and quality of information provision and the resulting in-house benefits which not having to deal with tens of thousands of telephone calls achieves.

As you know, we were initially sceptical as to whether the self-service concept would be acceptable to our customers in such an emotive, complex subject as Council Tax. You have, however, consistently proved, year after year, that this option is not only our most cost-effective option but also provides a very high level of customer acceptance and satisfaction.

The quality and quantity of the information provided on the service has meant that we have not created additional workloads for our switchboard, help-desk or walk-in centre teams by customers being unsatisfied with the service and trying to contact us in alternative ways.

Thank you for your excellent service and support to date and I look forward to a continued, successful working relationship with Inform.

Yours sincerely



    Richard Payne
    Contact Centre Operations Manager

Jan Willis- Director of Finance & IT Finance & Information Technology Department, Taberner House, Park Lane, Croydon, CR9 1JL

2001-2002 Town Centre Regeneration Local Health Strategies