Green light given for customer service transformation

At yesterday’s meeting of the executive board, councillors approved an investment of £12 million over three and a half years, to transform the channels and mechanisms available to everyone who needs to contact the council.  This includes residents, businesses, visitors and partner organisations – anyone who might need contact the council to pay, book, tell, register, apply or check.

The initiative is designed to improve how people interact with the council—offering more online self-service options, reducing wait times, and making it easier for customers to get the support they need, when they need it and in a way which suits them. These changes will give residents greater control and flexibility, while maintaining access to telephone and in-person services for those who prefer them.

Councillor Mary Harland, Leeds City Council executive member for communities, customer services and community safety, said: “The council currently receives around 276,000 contacts per month from customers, so it is vital that we offer a modern and efficient service which meets the standards our customers expect.

“This is about improving our services, not replacing them. By giving people more control over how and when they contact us, we can reduce waiting times and deliver a faster, more efficient service – all while saving public money.”

Among the anticipated benefits of the programme are:

• Quicker resolution of queries, with 60–80% of contacts expected to be resolved at first point.
• Reduced need for follow-up contact, thanks to improved staff access to a single customer view.
• Shorter call handling times and a stronger connection between staff and customers.
• Empowered staff who are better equipped to intervene earlier and improve outcomes.

The initiative will also deliver significant cost savings for the council by reducing avoidable demand, reducing manual processes through increased automation, and increasing digital self-service options.

Ultimately, the Customer Transformation Programme aims to build a sustainable, customer-first culture within the council, underpinned by continuous improvement and smarter use of technology.

By simplifying processes and embracing innovation, Leeds City Council is investing in a better future for customers—one where every interaction is quicker, easier, and more effective.

ENDS