Customer Contact

Contact has been significantly digitised. We have improved our general digital offer with over 130 services available online. This has improved access to services for our customers and enables them to engage with us at a time and place convenient to them. The online take up of services has significantly increased with 176,399

and choosing to transact with us digitally. This makes it the most popular method for customers transacting with us. At a time when limited social contact has been essential, this has been more important than ever and has enabled resources to be reinvested to support additional customer contact e.g. providing support to people who are self isolating. For those customers who still require personalised contact, virtual customer meetings can be arranged so that they can access the support they required. A newly introduced Webchat facility has also proved to be successful with positive feedback received.