KCC have announced that, following customer feedback, an improved version of the online fault reporting tool has now gone live as of 2 May 2014. The new web form is quicker and easier to use than previous versions and includes the following functionality:
- Customers can search for locations by road, postcode and streetlight column number.
- When a location has been selected, customers will now see all scheduled work due to take place in the next 18 months and this includes when the drains will be cleaned, when the grass will be cut and info on any resurfacing or safety critical schemes that are planned.
- New fault related questions will be asked where appropriate and we can capture recharge details.
- The system will flag up when customers are trying to report faults that H&T class as urgent and insist that these are called through.
- Customers will be signposted to 3rd parties such as the Highways Agency or District Councils if they try to report faults that we are not responsible for.
- Customers can add photos to their enquiries as a way of improving the quality of the information we receive and help increase quick resolution.
- The Enquiry Resolved status has been removed. This is because it didn’t explain to customers what had actually happened with their enquiry and was resulting in lots of call back requests.
The tool is live for the public and can be found at www.kent.gov.uk/highwayfaults
The Contact Centre would really like to encourage members of the public to continue to log issues via the online fault reporting tool. They appreciate that many customers still come to the Parish Council in the first place and have asked us (Wingham Parish Council) to give customers the KCC website address (or their 03000 418181 phone number if no internet access). They would prefer that customers go direct to KCC and not through the Parish Council as that often gives the impression to customers that they need to come back to us in the future.
KCC Highways have proposed a trial switch off of the generic highways email box with an auto response directing customers towards the online tool for fault reporting, to the KCC website for information and to the Contact Point for urgent or complex enquiries. The highways mailbox will be closed from Monday the 12th of May for a period of 3 months with a final decision about permanent closure being taken in July.