Agenda item

To receive a presentation from the Head of Digital and Transformation, Greg Arends, on the implementation of moving of the Customer Service Centre from its former location into a single site at the Daneshill House reception.

The Committee received a presentation from the Head of Customer and Digital Services on the Customer Service Centre Relocation. The presentation highlighted the context for the changes, the adjustments made, and the outcomes observed so far.

The Committee heard that pre-pandemic the Customer Service Centre, located near the HSBC bank, was a large walk-in facility handling high volumes (up to 200 visitors daily). However, face-to-face interactions decreased significantly due to the pandemic, as services shifted online and via telephone. Subsequently, the original location was underutilised for visitors, while staff areas lacked adequate capacity. Furthermore, the isolated nature of the Centre hindered collaboration between customer services and other teams, such as repairs and housing officers. The main reception at Daneshill House, originally designed for corporate visitors, had seen declining use due to increased video conferencing and remote working.

The Head of Customer and Digital Services advised the Committee that in late 2022, customer services and telephony teams were relocated to the main reception area, with repairs and housing teams joining them in the adjacent atrium. This fostered better collaboration and optimised space usage. New measures, such as CCTV, alarmed meeting rooms, and combined security training for staff, were implemented to ensure safety in the relocated setup. In the main reception area, the permanent desk layout was refined to avoid congestion, and additional seating was added to improve the customer experience.

The Committee were informed that the new centre included self-service computers and a document scanning station to streamline processes like benefit applications and document submissions. Unused television screens in reception were being repurposed to advertise council services, such as garage rentals. Enhanced meeting rooms accommodated specialist officer consultations, families, and individuals with accessibility needs.

The Head of Customer and Digital Services advised the Committee that customer service appointments now represented 10% of pre-pandemic levels, as online and remote processes had replaced in-person visits. However, housing-related services, lettings, and benefits remained significant reasons for face-to-face interactions. Around 30 unplanned visitors were seen daily, with common reasons including clarifications on council correspondence or non-council enquiries (e.g., registrars or magistrates court). Analysis of meeting room usage revealed unexpected peaks on Thursdays, prompting a review of how appointments were scheduled to better accommodate demand.

Members commented on the new layout and suggested the addition of some plants and more prominent signage to help orient visitors upon arrival.

Responding to a question regarding the usage of self-service equipment, the Head of Customer and Digital Services advised Members that usage of self-service options, such as scanners and public computers, remained low. Possible reasons included customers already having access to better tools at home and some visitors preferring face-to-face interaction. Approximately 10 users per week used the self-service scanner, demonstrating some utility but also room for growth.

Members suggested the incorporation of multilingual signage and translation services for non-English speakers. The Head of Customer and Digital Services acknowledged that increased use of telephone translation services indicated a growing demand for such resources.

The Committee noted the presentation on the Customer Service Centre Relocation.