Access Centre

The Access Centre is central to the development of Glasgow City Council’s modernisation strategy.

It is a multi-media contact centre and the single largest project undertaken as a result of the modernisation process. 

The Access Centre has been established to provide excellent standards of customer care and best value to the citizens of Glasgow by providing a single point of contact for all enquiries relating to the services provided by the Council.

As the concept of an Access Centre became more tangible, it was agreed that the main aim of the Access Centre should be to develop a single cohesive team, capable of answering the majority of calls from the public and referring to service department colleagues only on an exceptional basis. 

The Access Centre and service departments agreed to develop detailed Service Level Agreements to specify the quality and performance to be delivered in terms of call handling and fulfilment of requests between the centre and themselves, thereby creating a seamless service for the customer.

The Access Centre has become an important resource for the people of Glasgow and will continue to grow in future.

The Access Centre currently takes calls for the following services:

• Anti Social Behaviour Helpline
• Corporate Switchboard
• Council Tax General Enquiries
• Council Tax Payments
• Corporate Recruitment
• Cleansing & Recycling
• Clean Glasgow
• Environmental Control
• Food Safety
• Freedom Of Information
• Glasgow Translation and Intrepreting Services
• Health and Safety
• Noise Complaints
• Pest Control
• Public Health
• Parks
• Parking Payments
• Roads and Lighting Faults (RALF)
• Sales and Credit Control
• Taxi Inspections
• Trading Standards
• Transport Coordination Centre

Council Tax

The Access Centre provides general advice on issues relating to Council Tax. 

Information provided by the Access Centre is non-specific, i.e. not pertaining to any particular council tax account.  In directing these types of calls to the Access Centre the remaining calls which require a more in-depth knowledge, including access to specific account information, are now answered more efficiently by the council tax officers based at John Street.

The Access Centre also provides advice on final reminders and can arrange for new payment cards and/or forms to be issued.

The Access Centre now provide facilities for council tax payments via the telephone.  This allows council tax officers based at John Street to concentrate on handling more complex enquiries.  Access to council tax payment facilities via the telephone are now available 24 hours a day and this has resulted in a much higher number of callers being able to get through on their first attempt.

The service is available 24 hours a day: More information on Council Tax payments

Freedom Of Information

On the 1^st Of January 2005 legislation came into force, which gives people the right to receive copies of information held by public bodies. The Freedom of Information Scotland Act heralds a significant cultural change for people, processes and technology.  As such, it has been decided there is a need for a consistent approach to dealing with customers requests throughout the organisation.

The Access Centre is the first point of contact for any citizens requesting information under the Freedom Of Information Act.

More information on Freedon of Information