Comhairle nan Eilean Siar has appointed Malcolm MacPherson as Customer Service Manager with responsibility for improving public access to council services.

A key component of the Customer Service Strategy will be to meet Scottish Executive expectations on public services being available online wherever possible including the ability to pay bills and request services.

Benefits that will arise from the implementation of a Customer Service Strategy will include:

• Quicker, more consistent and more reliable responses to customer queries across a range of Comhairle services;
• A single point of contact for a range of services at times more convenient to the customer
• The ability to measure the effectiveness of service delivery.

The Comhairle has committed to setting up a Customer Service Team to deal with customer contacts through face to face contact, by phone and online. These services will be delivered through Community Access Points in Stornoway, the existing Area Offices and in locations agreed by residents in local communities.

Cllr Morag Munro, representing the interests of the Comhairle’s customers on the Project Board, commented

"I welcome this key appointment and am pleased that progress is being made in this important area that will strengthen our ability to serve our customers. This will bring real benefits to the residents of the Western Isles and will also help us to measure our performance in delivering services and therefore continually improve. This will have significant benefits for the way that we deliver services and will ultimately allow services to be delivered in a variety of ways to better suit the public.”

Nigel Scott
Communications Officer
Comhairle nan Eilean Siar

Tel: 01851 709389 (Work)
Tel: 07884 236103 (Mobile)
email: nscott@cne-siar.gov.uk