Plans to make it even easier for people to contact Durham County Council and get all the information they need are to be discussed by Cabinet.
The report follows extensive public consultation which showed that most people still get in touch by telephone but would welcome more online contact.
Recent moves have seen a new first point of contact service for housing, tax and benefit enquiries as well as new Customer Access Points at Chester-ler-Street and Barnard Castle and a face to face appointment service at Peterlee.
The website is also being refreshed to make it simpler for people to find what they want and more services being available online.
Durham County Council currently handles some 910,000 telephone enquiries a year and helps around 270,000 people coming to the customer access points
Cllr Brian Stephens, Cabinet member for neighbourhood services and local partnerships, said: “We know that expectations around access to our services are changing. There is a demand for faster, easier contact and this means improving our online services. We also need to ensure that people without access to the internet also get the help they need.”
Cabinet is being asked to approve a new Customer First strategy which highlights co-ordinated telephone services, improved website, customer feedback and online payments as key priorities.
Public consultation ran for 12 weeks from January to April and included the public, a citizen’s panel, disability groups and young people.