Customers at the heart of Council's outsource partnership with with local company Northgate Public Services.

24 July 2013

Dacorum Borough Council has appointed Hemel Hempstead based Northgate Public Services (Northgate) to manage and develop its face to face and telephone customer services. The contract arrangements will modernise the service with new systems and innovations to make the Council even more accessible and cost effective for our customers.

The outsource partnership with Northgate promises to make more of our services accessible online, through  mobile devices and in community locations while continuing to provide face to face help and advice at our local offices.  The arrangement will save the Council over a million pounds (£1.09million) on the operating costs of customer services over the four year life of the contract.

Cllr Neil Harden, the Council’s Portfolio Holder for Residents and Regulatory Services said:

“Our customers’ needs are at the heart of our services and through this partnership we will be able to provide our residents with more choice to deal with us when, where and how they want to. We are excited to be working with a local company like Northgate to evolve and modernise our customer services. Northgate have a wealth of experience and an impressive track record in supporting local authority services. Their proposals for our customer services are designed to transform the way our customers will, and can, shape and access our services.”

“Working with an outsource partner will allow us to bring in improvements and the necessary cost savings.

We are delighted that in a tender process open to all companies in the European Union the successful bidder has its headquarters in Hemel Hempstead, benefiting the local economy and local employment.”  

Anthony Singleton ,  Director for Services, Northgate Public Services said:

“We are delighted to be working with our local council on improving customer services. We are committed to helping Dacorum deliver even better services for their citizens, while also making necessary savings. At the heart of our approach will be understanding local people and what works best for them.”

Northgate will develop the Council’s existing contact channels, so the only change customers will see is improvement in how they can contact and deal with the Council.  New systems will provide customer insight and greater understanding. This will help services be tailored to suit customers' demands. We will then direct services to the people who need them most, streamlining the process by reducing the need for multiple contacts.

New means of consultation, such as a media forum to test new improvements, will add to how customers will be able to be involved in shaping Council services. 

The decision to award the contract to Northgate was made after a detailed tender and evaluation process. The Council’s Customer Services staff will transfer their employment to Northgate.