Stupid, Lazy or Mean?

Examples of bad Customer Service or downright dishonesty. Some from organisations who have ignored my attempts to get them to fix things. Others from organisations that make it nigh on impossible to complain at all. And the odd tilt at Government

Sunday, November 15, 2009

Lazy Local Authorities

Want to sing carols around a Christmas Tree and sell Mulled Wine? You'll need a Temporary Events Notice - costing £21.

Laying aside the question of whether this sort of event should need a licence, just look at what you have to do to get a licence.

Can you apply online? No - certainly not in the Derbyshire Dales area. Pay by Credit or Debit Card? Nope.

You CAN download a PDF form - but this isn't enabled for online filling-in, so you have to print it out and fill it in by hand. (With details that are virtually the same as you filled in last year but because you can't save it, you have to start all over again - thanks).

And then you have to send the five-page form to two separate places. And in one of those envelopes you have to send three copies of the five pages - so it will need to be sent as a Large Letter, which costs more (and for which you are unlikely to have stamps at home, so requiring a trip to a Post Office).

We've applied for lots of these licences, and have never had a single query. So it seems that there isn't a lot of consideration going on at the Council end. That makes £21 seem a pretty generous payment for receiving a form, checking that it isn't anything exciting, and posting back a rubber-stamped copy to the applicant.

If the Public Sector wants to avoid an anti-Public-Service backlash, how about a campaign to deliver reasonable Customer Service? Nothing fancy - just the simple, obvious stuff. In this case: online application would be pretty obvious. If that is just too ambitious, then how about the council doing the copying? Not many private individuals have photocopiers - councils tend to have several. And it would save on postage, and the environmental cost of moving extra sheets of paper around.

And how about having the council send a copy to the Police, rather than requiring the applicant to make another copy and send it separately?

The current system stinks of authoritarianism and arrogance. Not clever.

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