Liverpool City Council is making it easier for residents to access face-to-face services by enabling queries to be answered in libraries.
It forms part of the council’s ‘Customer Experience Improvement Plan’, designed to address resident feedback that has called for more integrated, responsive and user-friendly services.
Staff can help residents report issues, request services, make a payment to the council, upload documents or book an appointment to see a specialist officer.
The service has been successfully trialled at Parklands and Garston libraries since last autumn, and has now been rolled out to Norris Green and Allerton.
These libraries now provide face-to-face services throughout their opening hours, with the aim being to roll this service out to all council-run libraries by March 2026.
The council is also introducing a new case management platform, seamlessly integrating our systems and allowing us to more efficiently track, manage, and resolve customer requests. As well as delivering enhanced self-service capabilities the system will utilise AI and automation to reduce routine administrative tasks, giving our staff more them more time to spend supporting our residents.
The aim is to make it easier for residents to access support in whichever way is best for them, either on line, over the phone or in person along with real-time updates and easy access to information.
Cllr Ruth Bennett, Cabinet Member for Finance, Resources and Transformation, said: “We have listened to our residents, and are making these changes so that they can speak to Council staff face-to-face in locations and times that are more convenient for them.
“This step will ensure that our libraries remain at the heart of our communities, delivering excellent customer service.
“Together with our work to improve our digital services, we are making it easier than ever for residents to get help in a way that suits them.”