The document discusses plans to improve customer service in Fife through a frontline merger that would establish a shared contact center for telephone inquiries, develop online resources for online enquiries, and share facilities like libraries, local offices, and community halls for face-to-face transactions. The goals are to increase customers' choice of access points, make more efficient use of council buildings, reduce costs, and integrate service delivery for both high-volume, low-complexity inquiries and lower-volume, high-complexity inquiries. The experience in Methil is provided as an example, where staff reported benefits like a welcoming new building, a sense of job security, and customers being pleased with features like self-issue machines while still feeling

1. Frontline merger – developing a new customer service in FifeDorothy Browse, Service Manager Libraries, Arts, Museums & Archives

2. Improving Customer Service Telephone transactions – establish contact centre

3. Online enquiries – develop online resources

4. Face to face transactions – shared facilitiesLibraryLocal OfficeCommunity hallMeeting roomsCommunity Learning Baby clinicDay care club

5. Customer service aimsIncrease choice of enquiry access pointsMake more effective use of Council buildings Reduce costsIntegrate service delivery for high volume, low complexity enquiriesIntegrate advice, appointment scheduling etc for lower volume, high complexity enquiries

6. Shared … JointCo-location … Integration

7. The Methil ExperienceMargaret Nikolic, Libraries, Arts, Museums Area Team Leader

17. “Nice new building welcoming to the public”“Less late nights and shorter Saturdays”“Sense of job security with two services coming together”“Prefer working in the Interview rooms to the reception desk as I know what the customer is comingin for”“Customer loves the self-issue machines and thinks the building is bright and cheerful”“Customer delighted the library still looks and feels like a library”