Shropshire County Council currently uses a 0845 number for principal contact. It is now looking at switching to 0345 in preparation for the merger of councils across the county on 1 April 2009.

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http://www.shropshire.gov.uk/committee.nsf/0/77F5B6D2480F97B48025744800319D6C/$file/Telephone%20numbering.pdf

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External Telephone Numbering

Summary

This report provides information and recommendations on the external telephone numbering options for the new council.

Recommendations

A. The council adopts a main non-geographic 0345 telephone number for general enquiries and a small range of other non-geographic 0345 telephone numbers for a range of services that are of the most importance to customers.

B. Interactive Voice Response is used to manage calls outside office hours and is also introduced for customers in a queue giving them the option of requesting a call back rather than waiting on the telephone.
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http://www.shropshire.gov.uk/committee.nsf/0/A669DFC272C2015C8025746A002CE743/$file/A.pdf

MINUTES OF RESOURCES SUB-COMMITTEE MEETING
HELD ON MONDAY, 19TH MAY 2008
09.00 AM – 09.40 AM

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9. CUSTOMER TELEPHONE SYSTEM

Consideration was given to a report of the Director of Resources on the options for external telephone numbers for the new council including the possible use of a single or a range of published numbers and the extended use of Interactive Voice Response technology (IVR) to enhance customer service.

In response to a query from Mr Box about the possible extension of opening hours, Laura Rowley explained that a review would be carried out of the use of the current extended hours and stressed that any amendments made would have regard to cost and affordability.

Given that the large majority of all contacts to the new council were expected to be made by telephone, members emphasised that customer access should be simple, quick and easy to use. In relation to IVR there was a general acceptance that the use of 3 options to choose from, as currently operated by Shrewsbury and Atcham, was acceptable.

RESOLVED:

(a) That the Implementation Executive be recommended to adopt a main non-geographic 0345 telephone number for general enquiries and a small range of other nongeographic 0345 telephone numbers for a range of services that are of the most
importance to customers.

(b) That the Implementation Executive be recommended to approve Interactive Voice Response being used to manage calls outside office hours and also to it being introduced for customers in a queue giving them the option of requesting a call-back rather than waiting on the telephone.

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http://www.shropshire.gov.uk/customerservice.nsf

How to contact Shropshire Council

We have introduced new telephone numbers which means that from now on, it should cost customers less to contact us.

0345 numbers are non-geographic numbers specially designated for use by public bodies and non-for-profit organisations. They cost the same to call as standard landline numbers starting with 01 and 02, and even from a mobile phone. In fact, for some, the calls will be free, as 0345 numbers are included as part of inclusive call minutes and discount schemes for all major mobile phone and landline operators.

Our telephone numbers are:

0345 678 9000 General enquiries

0345 678 9001 Benefits

0345 678 9002 Council tax

0345 678 9003 Business rates

0345 678 9004 Planning and building control

0345 678 9005 Housing and social services

0345 678 9006 Streets, roads and transport

0345 678 9007 Bins and recycling

0345 678 9008 Children’s services

0345 678 9009 Payment line

0345 678 9011 Corporate fax

There are so many demands on your time. You want to be able to find information and use important services any time of the day…or night. With Shropshire Council you can – in person, online or by telephone.

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