Frontlinemergerfife

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Presentation from CILIPS Shared Services Event 25 May 2011(Dorothy Browse and Margaret Nikolic)

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Frontlinemergerfife

  1. 1. Frontline merger – developing a new customer service in Fife<br />Dorothy Browse, Service Manager Libraries, Arts, Museums & Archives<br />
  2. 2. Improving Customer Service<br /><ul><li> Telephone transactions – establish contact centre
  3. 3. Online enquiries – develop online resources
  4. 4. Face to face transactions – shared facilities</li></li></ul><li>Library<br />Local Office<br />Community hall<br />Meeting rooms<br />Community Learning <br />Baby clinic<br />Day care club<br />
  5. 5. Customer service aims<br />Increase choice of enquiry access points<br />Make more effective use of Council buildings <br />Reduce costs<br />Integrate service delivery for high volume, low complexity enquiries<br />Integrate advice, appointment scheduling etc for lower volume, high complexity enquiries<br />
  6. 6. Shared … JointCo-location … Integration<br />
  7. 7. The Methil Experience<br />Margaret Nikolic, Libraries, Arts, Museums Area Team Leader<br />
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  17. 17. “Nice new building welcoming to the public”<br />“Less late nights and shorter Saturdays”<br />“Sense of job security with two services coming together”<br />“Prefer working in the Interview rooms to the reception desk as I know what the customer is comingin for”<br />“Customer loves the self-issue machines and thinks the building is bright and cheerful”<br />“Customer delighted the library still looks and feels <br />like a library”<br />
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  22. 22. Any questions?<br />dorothy.browse@fife.gov.uk<br />margaret.nikolic@fife.gov.uk<br />

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