We run our counter from 8.30-4 and our contact centre from 8.30-5.
It allows enough time for our counter staff to cash up and deal with any outstanding applications. We’ve come under a bit of pressure to extend the hours, however I think a better option is to leave them and improve our self service options so no one ever HAS to come into our officer to lodge or apply for anything.
Craig, I think it’s a great idea to main a welcome desk for the last 30 minutes. Has it worked well?