Council launches self-service point pilot for customers

The phone and computer kiosks on the ground floor of The Symington Building in Market Harborough will provide customers with an additional way to access council services alongside the main contact centre and existing bookable face‑to‑face appointments.

Staff will be on hand to show customers how to use the computers and customers will be able to use the telephones provided to call the customer services team for support or to book an appointment if they need help with more complex issues.

Walk‑in customers will be shown how to make payments for council tax and Lifeline invoices, and they will be able to browse the council website and Planning Portal.

Hard copy information about services and organisations including Citizens Advice, Harborough and Lutterworth Leisure Centres, Harborough Lifeline, local foodbanks, and Steady Steps will be available, as will frequently requested forms.

Cllr Phil Knowles, Leader of Harborough District Council, said: “We’re pleased to introduce this new self‑service point as an additional, convenient option for customers to access our services. The pilot will help us better understand how residents want to interact with the council and ensure we continue to provide support in the ways that work best for them.”

Cllr Paul Beadle, Cabinet lead for Corporate and Wellbeing said: “This is about making it easier for residents to get things done, whether that’s making a payment, finding information or getting help from our customer services team. The insights we gather during the pilot will shape how we develop future in‑person support.”

The area will be open from 9am to 4pm Monday to Friday.

During the pilot period, the council will monitor how the kiosks are used, gather data about the tasks and information that customers come in for, and identify any unmet customer needs. Staff will observe usage, speak with customers and collect feedback to inform the future development of in-person access to customer services.

Residents can also access the services that are available from the computers in the self-service point from home by visiting: www.harborough.gov.uk/kiosk

For details of how to contact the council visit: www.harborough.gov.uk/contact