Council and Democracy

Bradford Council is changing how incoming calls to its switchboard will be handled from December. The change will improve the efficiency of the service and make it easier and faster for callers to get the information they want.

Instead of talking to an operator, callers will speak to an automated system that recognises speech. Callers can say 'Operator' to speak to a switchboard operator, if they do not immediately get through to the person or service they want to speak to.

The switchboard can be used by callers who know who they want to speak to, but do not know the number. Callers should dial the switchboard number as usual on 01274 432111. They will then be asked the name of the person or service they want to be connected to.

As well as recognising Council officers' names, the system will connect callers to a range of services.

The new system has been trialled extensively for internal calls within the Council. Subject to final testing, the change is planned for Wednesday, 7 December 2011.

There will be no change to any of the Council's 'direct dial' telephone numbers, including 'Council Contact' and all other numbers for services.

Coun Val Slater, Executive Member for Change Programme, Housing and Planning, said: "The change will improve customer services and deliver better value for money to local people.”

"Benefits for callers will include extending the switchboard hours and increasing the speed that calls are answered and connected."