It's not a CT database issue its a customer service issue - just needs a
bit of common sense.
Think of the following two scenarios:
1 Resident phones up Council to say s/he is moving house and will not
be responsible for CT on their current property. Call gets directed to
CT. CT amends record to charge CT on new property and doesnt pass info
on to other departments as CT info can only be used for CT purposes.
Resident assumes whole of Council informed about change of address.
Later resident gets a letter about overdue library book re-addressed
from their old property which has taken two weeks to reach them.
Resident phones up library and says why did you send it to my old
address? I told the Council I had moved.
Change to CT= :-( customer
2 New scenario using Customer Service desk.
Resident phones up Council council of change of address for CT. Call
is taken by Customer Service centre. Customer told can fill in online
change of details form or Customer services desk can do on behalf of
customer. Change of details form gives opportunity to inform all service
depts by ticking relevant boxes
Customer service rep questions caller and ticks Revenues, Education,
Libraries, Sports Centre, Electoral Registration. You have now
collected info for another purpose, ie change of details and have
consent to inform all depts identified (including CT) about change of
address. Later relevant Departments send out necessary paper work if
required for particular service to customer at new address.
Change of details=:-) customer
Problem neatly solved.
Edwina Withe
Information Compliance Officer
Legal Services
Bracknell Forest Borough Council
01344 353071
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