National Local Government Customer Service Network

Hi Rockdale City Council is currently building a new Library and Customer Service Centre. We want to implement a concierge position within the new building where an officer will meet our customers when the enter the Centre and triage the enquiries using an IPAD instead of having a ticketing kiosk. I'm hoping to know if anyone implemented this model within their centres and if so has it been a positive or negative experience. Thanks

Questions › Category: General › Hi Rockdale City Council is currently building a new Library and Customer Service Centre. We want to implement a concierge position within the new building where an officer will meet our customers when the enter the Centre and triage the enquiries using an IPAD instead of having a ticketing kiosk. I'm hoping to know if anyone implemented this model within their centres and if so has it been a positive or negative experience. Thanks
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Ra Clarke Staff asked 7 years ago
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Carol Lewis Staff answered 7 years ago

Hi Ra, I’d suggest that you look at how Service NSW has done it – they run multi-business centres and the concierge service works well.  You still get a ticket but the concierge does it for you.  You could take the process and map it to an iPad-enabled one.  Good luck.   Carol

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Webmaster Staff answered 8 years ago

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