Hello there,
I'm interested in finding out others' experiences of taking on the delivery of Council's customer contact functions (service enquiries, concession/benefit application form checking, tax/rent payments, housing enquiries/repairs reporting etc.) from public libraries.
I've found some previous questions in the archives, but nothing recent and I'm sure many more of us have done this in the last few years.
What I'd like to know is:
* If you had a choice whether to deliver separately from the same premises (co-locate) or have one set of staff delivering both services from the same counter (integrate), which option did you choose and why?
* If you integrated, what is the staff structure - roles, person specifications, supervisory structure etc.?
* How is the library laid out, particularly the customer service & counter area/s?
If there are any tips - what went well, what to watch out for - all answers, however brief, would be gratefully received.
I'm happy to receive replies off-list or I can telephone if that would be less time-consuming than a written response.
Thanks,
Fiona Dakers, Libraries Manager - Communities | Angus Council, The Yard, Queenswell Road, FORFAR, Angus DD8 3JA Tel: (01307) 475361
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