Bristol City Council defends help centre closure plans

The city council has defended proposals to close help centres across Bristol, denying they are driven by cutting costs and staff.

The Bristol Evening Post revealed the council's plan on Monday, to close six of seven Customer Service Points, which provide advice on everything from council tax to travel passes.

The council said it wanted to provide services in more modern ways, particularly online.

People who use the centres said not everyone had the internet, and that those with poor English or complicated queries benefited from face-to-face contact.

The council has denied the proposals are about cutting staff, despite a leaked document which proposes up to 18 members of staff could go from 67 full-time equivalents.

The council has also denied the proposals are about cutting costs, but admits it could save around £500,000.

And it has denied consultation has been rushed through, extending it from November 19 to "some time in December".

Council director for transformation David Trussler, integrated customer services member Tracy Dodds and executive member for efficiency and value for money Councillor Mike Popham talked through the proposals.

They stressed the number of different ways people could access the same service.

These include pay points in 130 convenience stores, paying bills at 40 post offices, 36 self-service points, with at least three more to come; free internet at 27 libraries and 19 free-phones across the city.

The CSPs are based at Phoenix Court in the city centre, Redcliff Hill, Fishponds, Hartcliffe, Knowle, Lawrence Weston and Southmead. The council's "vision" is to eventually shut all but Phoenix House, opening two more at Southmead Hospital and Hengrove Campus.

Asked if the proposals would disadvantage elderly people who are not as familiar with modern technology, Mrs Dodds said: "I think it's wrong to stereotype. We all have experience of elderly customers who want to use the internet.

"We have also piloted the use of free phones. We know there are some gaps, some wards don't have access and that's a good place to start.

"Not everyone is computer literate so we have introduced scan coin, an automated payment machine. Customers were reticent at first, but are now pleased to use it."

On non-English speakers, she added: "We offer a translation service on all our telephone facilities."

Mr Popham said: "This is not about saving money.

"If we can save money, we should but it's not the motivating factor. It's about transformation."

Two invitation-only consultation meetings are planned for November 13 and 18.

The final proposals will then be presented to the cabinet for decision in January.