Colchester Borough Council found that 60 per cent of customer calls to its Council Tax and Benefits team did not result in a service request. After analysing the causes of these calls, the council found that the letters and leaflets being sent out often confused customers, leading them to contact the council for clarification. This case study forms part of our demand management, adult social care, resource.
The council worked closely with the communications team to improve the format and presentation of information, often using plain English. This has resulted in a reduction of the number of calls from customers seeking clarification.