The council had three cash offices and first considered closure five years ago. At the time it did not have the political support to make the closures. However, it closed them in late 2004 and opened 'one stop shops' which were an acceptable alternative to customers and politicians.
The move to a contact centre approach was a way of 'giving something back'. There are less security issues and the council is able to offer a better all round service. Staff who were employed in the cash office have moved to provide the front line customer service. The council provided a cash machine in the office to start with but this has now been removed as people are choosing to use swipe cards and other payment options - as well as direct debit which attracts 65 per cent of customers.
Additional benefits on the closures have been in a reduction in postage costs - down by £2000 per year - as the council is not sending as many reminders and summonses, which is a further efficiency gain.
For further information on this initiative contact P Ruddleon PRuddle@salisbury.gov.uk or see the Salisbury District Council website.