Somerset Council has replaced the in-person Customer Service Points (CSPs) with digital Customer Access Points (CAPs) to enhance digital access for residents.

Libraries in Glastonbury and Street now host these upgraded CAPs, which rely more on technology than personal interaction.

The council say that library staff will be available to assist users aiming to utilise the VAL service, which they say will mean a consistent, improved service across the Somerset Council region.

What is a CSP/CAP? CSPs provided information, advice, and support on Council services with a Customer Service team member assisting residents in person.

CAPs, however, focus on assisted digital access to online services and virtual meetings. Libraries and some partner locations support residents in using online services and uploading documents for Somerset Council teams.

The CSPs in Glastonbury and Street closed on 24 May, and the new CAPs launched on 28 May in their respective libraries.