The Contact Centre Project has provided a new Customer Services Contact Centre, it will become the primary point of contact for customers, for all contact methods, other than face to face.

Contact Centre staff are now together in a single location at Penston House in Macmerry.

The housing repairs call centre team (previously located in a temporary unit at Macmerry Industrial Estate) and the ELCAS/CCTV monitoring team (previously located at Tranent) now form the core of the Council’s Contact Centre operation.

The Contact Centre has improved IT systems and telephony facilities, technical improvements include:
· Improved fibre optic cable routing for CCTV
· Digital CCTV imaging
· New IP telephony system and telephony management system.
· Upgraded Community Alarm system, with lone worker facility
· Provision of Community Alarm disaster recovery facility
All of this gives us the potential for improved service flexibility and accessibility.

It is envisaged that the team will expand as additional services are taken on by the Contact Centre.

For more information on this and other Modernising Government Projects please check out the latest Modernising Programme Newsletter.