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Changes to how you can contact Highways and the Blue Badge team

We’re proposing to change the way people contact highways and parking permits for people with a disability (aka a “Blue Badge”).

At the moment, you can contact the teams either online, using MyStaffs App or by calling our Customer Contact Centre.

As most people already choose to contact us about highways or a Blue Badge application using our online service, we would like to move to an online only service (including the website and MyStaffs App) from 30th September 2019.

Our online service is available 24/7, 365 days per year, which means that people can report highways issues and apply for a new Blue Badge wherever they have internet access and at any time.

It is also cheaper for us to manage an enquiry which has come through to us online. By increasing the number of people who get in touch with us using an online service, we can save money and reinvest it into other frontline services.

If we move to an online-only service for highways and Blue Badges, it is also proposed that the opening hours for the Customer Contact Centre will change. 

The Customer Contact Centre is currently open:

  • Monday – Thursday: 8am – 8pm
  • Friday: 8am – 6pm
  • Saturday: 9am – 5pm
  • Sunday: closed

We are proposing to change this to:

  • Monday – Friday: 9am – 5pm
  • Saturday & Sunday: closed

The vast majority (94%) of calls to our Customer Contact Centre come between the hours of 9am and 5pm on weekdays. By closing the centre over the weekend, we can ensure that enough Customer Service Advisors are available during the busiest times during the week.

Have your say

We would like to know what you think about this proposal. Please send your comments, and how you think the proposal might affect you, to Emily Doorbar at Emily.Doorbar@staffordshire.gov.uk. The deadline for feedback is 7th June 2019.

Blue badges

Answer:

The internet has changed the way people run their lives significantly. Most people use the web to shop, bank or connect with friends and family online because it’s convenient for them.

Here at Staffordshire County Council, 62% of contact is made online or through email.  

As a result, the majority of reports around highways faults and Blue Badge applications already come to us via our website. 

We would like more people to use digital services like the website to connect with us because it is more cost-effective for us to deal with an enquiry or application online that it is on the telephone or face to face.

This means that we can make good use of tax payers money and reinvest the money we save in other frontline services.  

Answer:
No, there is no statutory duty to provide services via the telephone.
Answer:
Yes. Our Customer Contact Centre will still be available to answer phone calls relating to other services between 9am and 5pm, Monday to Friday.

However, if the changes are agreed, all enquiries relating to highways and blue badges will be online-only.

Answer:
Our website will outline what an emergency highways fault is and how to report it.

If you need to report an emergency and it is outside the opening hours for our Customer Contact Centre our automated telephone service will provide you with information about who to contact or will offer to divert you.

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Highways 

Answer:
You can report a highways fault using the online form. Alternatively, you can download the MyStaffsApp and log a defect wherever you are.

Once reported, you will receive automatic updates via email regarding your query.

Answer:
Our website will be fully revised, and all support information will be published online for the public to view.
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 Frequently asked questions

Answer:

The internet has changed the way people run their lives significantly. Most people use the web to shop, bank or connect with friends and family online because it’s convenient for them.

Here at Staffordshire County Council, 62% of contact is made online or through email.  

As a result, the majority of reports around highways faults and Blue Badge applications already come to us via our website. 

We would like more people to use digital services like the website to connect with us because it is more cost-effective for us to deal with an enquiry or application online that it is on the telephone or face to face.

This means that we can make good use of tax payers money and reinvest the money we save in other frontline services.  

Answer:
No, there is no statutory duty to provide services via the telephone.
Answer:
Yes. Our Customer Contact Centre will still be available to answer phone calls relating to other services between 9am and 5pm, Monday to Friday.

However, if the changes are agreed, all enquiries relating to highways and blue badges will be online-only.

Answer:
Our website will outline what an emergency highways fault is and how to report it.

If you need to report an emergency and it is outside the opening hours for our Customer Contact Centre our automated telephone service will provide you with information about who to contact or will offer to divert you.

Displaying 1 to 4 of 4

 

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