Answer for Hi – I am looking to change our office hours from 8am – 5pm to be 8.30am to 4.30pm but still keep our phone lines running from 8-5. Just wondering if anyone else has sucessfully attempted such a proposal and if so, whether I could have a look at the submission. Just don't want to re-invent the wheel. Cheers – Keith (Southern Downs Regional Council)

Hi Ange. In short yes, extremely well. We have reduced the finish times for the counter staff without compromising on the service to customers. Now if I could convince the powers to be to have the welcome desk the last hour and close the counter at 4pm I think myself and the team would feel like we had won the lottery !! I agree though with your sentiment focusing on the self service options first, unfortunately a space we haven’t yet been able to properly tackle. Regards Craig