Frontlinemergerfife
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Presentation from CILIPS Shared Services Event 25 May 2011(Dorothy Browse and Margaret Nikolic)
![Improving Customer Service ,[object Object]](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)
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Frontlinemergerfife
- 1. Frontline merger – developing a new customer service in Fife Dorothy Browse, Service Manager Libraries, Arts, Museums & Archives
- 3. Online enquiries – develop online resources
- 5. Customer service aims Increase choice of enquiry access points Make more effective use of Council buildings Reduce costs Integrate service delivery for high volume, low complexity enquiries Integrate advice, appointment scheduling etc for lower volume, high complexity enquiries
- 6. Shared … JointCo-location … Integration
- 7. The Methil Experience Margaret 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”
- 22. Any questions? dorothy.browse@fife.gov.uk margaret.nikolic@fife.gov.uk