The Customer Engagement Team (CET) is made of two separate Teams, The Digital Services Team and the Web Team. CET Managers are; Lorne MacBrayne, Digital Engagement Services Manager and Robert Miller, Customer Engagement and Transformation Manager.
Web Team
Primarily focused on developing, maintaining and improving the Council’s website and staff intranets- the Hub and My Council Works, the Web Team also develop and maintain our 67 individual school websites within Argyll and Bute. The Web Team provide training and assistance to services to help them develop their digital content and keep it clear, up to date and customer-focused. The team also provide advanced Digital Accessibility training and guidance for everyone that creates documents or publishes content online.
Digital Services Team (DST)
Together they manage a range of systems relating to the Customer Contact Centre (CSC) and other systems essential to Customer Services throughout the Council. The DST constantly monitor and improve these systems as well as provide continuous technical support for the CSC Agents and Customer Service Points. They develop test plans, test new releases and update user guidance and training material for existing and any new services implemented within the Customer Engagement Team. The team ensure effective actioning of resilience plans and administration for systems under their control.
The DST assist colleagues and Services with projects to implement new customer engagement initiatives to help realise their Digital First aims, developing specifications and agreeing requirements.
Customer Service Points (CSPs)
Customer Service Points play a crucial role in ensuring no one is left behind in our increasingly digital world. While many customers can access services online, these physical locations provide essential support for those who face barriers to digital access – whether due to lack of skills, confidence or connectivity.
They offer alternative face-to-face channels that support digital strugglers, provide guidance and hands-on help to customer and serve as a vital part of local communities. The CSPs reinforce the council’s commitment to inclusivity and accessibility.
- Campbeltown: Burnet Building, St John Street, Campbeltown PA28 6BJ
- Oban: Municipal Building, Albany Street, Oban, PA34 4AW
- Isle of Mull: Breadalbane Street, Tobermory, Isle of Mull, PA75 6PX
- Lochgilphead: 1A Manse Brae, Lochgilphead, PA31 8RD
- Rothesay: 37 Victoria Street, Rothesay, Isle of Bute PA20 0AN
- Isle of Islay: Jamieson Street, Bowmore, Isle of Islay, PA43 7HP
- Isle of Tiree: The Business Centre, Crossapol, Isle of Tiree, PA77 6UP
- Dunoon: Ellis Lodge, 5 Argyll Road, Dunoon, PA23 8ES
- Helensburgh: The Helensburgh and Lomond Civic Centre, 38 East Clyde Street, Helensburgh, G84 7PG
- Isle of Jura: School House, Craighouse, Isle of Jura, PA60 7XG
- Isle of Colonsay: Scalasaig, Isle of Colonsay, PA61 7YW.
Customer Service Centre (CSC)
The CSC is the main point of contact for customers to get in touch with the council to request services, access information or resolve issues. The CSC Agents handle a wide range of enquiries across multiple channels including telephone, email, web forms, web chats and social media. Staff are trained to provide accurate, timely and empathetic support, helping customers navigate services and report any problems.
The CSC plays a key role in improving accessibility, enhancing satisfaction and ensuring consistent service delivery across the council.