East Sussex Council (ESCC) has won an award for pioneering a new approach to handling problems with local roads more quickly and efficiently. Using a hi-tech software system and a more “personalised way of working”, call-answering times have been slashed from 90 seconds to just nine.
Cllr Nick Bennett, East Sussex County Council (ESCC) lead member for transport and environment, said: “Highways staff are at the front line when it comes to dealing with the public, and handle around 80,000 enquiries every year. The changes mean 75 per cent of calls are now answered immediately, compared to 35 per cent previously.”
East Sussex Highways is the first authority in Europe to use the specially tailored version of the Salesforce customer service software, which links to a detailed mapping system. The new approach was introduced in May last year, when the new Costain CH2M joint venture took over as the county council’s highways contractor.
People can report and track incidents, find details of current and forthcoming roadworks and find more information about East Sussex Highways services at www.eastsussexhighways.com.
(Source:ESCC)
Photo: ESCC