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The Council has a progressive approach to technology, with Sevenoaks District residents able to pay for a number of services online, and it understands the importance of telephone contact to its residents in order to meet and exceed expectations.

"While we understand the increasing use of the Internet and the need to provide local services online, whether online requests; payments, including Council tax and business rates, or submitting online planning applications, the telephone should never be underestimated - which is why we launched this dedicated contact centre in May 2003," said Amy Wilton, Front Line Team Services Manager, Sevenoaks District Council.

"When we decided to upgrade our call handling system, Macfarlane was chosen because of the technical capabilities of its CallPlus system and due to the company's breadth of experience in local government."

The Contact Centre is key to Sevenoaks District Council's commitment to its commitment to high levels of customer service, reflected in its local performance indicators which includes 80% of all queries to be answered at first point of contact.

As part of this dedication to online government, Sevenoaks District Council is also part of the Kent Connects Partnership, which involves a total of fourteen local Kent authorities, that have joined services with other public service providers, such as the Kent emergency services, to link up people and public services. The Partnership identifies and removes any barriers to these groups working together and uses IT to facilitate team working across the region.

"Technology plays a key part in our commitment to continuously improve our its services and ensuring that all services are cost effective; that they meet the needs of local people and service users and that our staff are well trained and motivated," said Louise Thorogood, Customer Services Manager for Sevenoaks District Council.

"This win adds to the existing success we have had with councils such as the Warwickshire On-line Partnership, Somerset Direct Partnership, Maidstone Borough Council, and the London Borough of Lambeth," said Paul Skinner, Sales Director of Macfarlane Telesystems.