Socitm Insight’s first half-yearly briefing from the Customer Access Improvement Service (CAIS) shows that council performance varies significantly across different access channels, and that customers’ inability to do what they want to do on the web is likely to be generating a significant proportion of ‘avoidable contacts’ coming into the council via the phone channel.  The briefing provides data and analysis from the three services under the CAIS umbrella - the Website Take-up Service, Channel Value Benchmarking, and the GovMetric service provided by Socitm Insight partner rol. Socitm Insight subscribers can download copies of the Customer Access Improvement Service briefing and others can order the briefing from this website.