Rethinking Customer Service programme
Greenwich Council's Rethinking Customer Service programme implemented extended contact centre hours and new technology in late 2025.
Greenwich Council's Rethinking Customer Service programme saw the Corporate Contact Centre's opening hours extended to 8:00 a.m. – 6:00 p.m. in November 2025. This change, alongside the implementation of new technology including AI integration, aimed to improve customer service and resident access, according to a report to the Organisation and Communities Scrutiny Panel.
The council also procured a significant upgrade to its Contact Centre technology in November 2025. This upgrade included modules designed for scheduling advisors based on call arrival patterns, comprehensive quality monitoring of all calls, and a PCI compliant payment system for secure call recording. No further developments or upcoming discussions regarding the programme have been reported since this time.
Key facts
- Greenwich Council extended Corporate Contact Centre hours to 8:00 a.m. – 6:00 p.m. in November 2025. Source
- The council procured a technology upgrade for its Contact Centre in November 2025. Source
- The upgrade included modules for 100% call quality monitoring and PCI compliant payments. Source
- These changes were heard by the Organisation and Communities Scrutiny Panel in November 2025. Source
About this summary
This summary was written automatically from our published stories and the council meeting records they draw on. It describes what councils have discussed and decided; it does not take a view on any decision. Each key fact links to the story it comes from. Updated 30 September 2026. Spotted a mistake? Email community@opencouncil.network.