These days we are totally customer focused

Interaction with the public and other human issues were important when Bassetlaw District Council were working on their one stop shop. Another positive outcome was the new relationship with the county council.

At Bassetlaw District Council, everyone was well prepared when the work started on their new one stop shop. A comprehensive best practice audit on layout and design as well as complete business process reengineering training made all the difference.

"Qmatic was a critical friend. They gave us a health check on our initial proposals for a one stop shop," said Steve Brown, Head of Customer Services at Bassetlaw (pictured). "All the key elements of their recommendations are being incorporated into our new facilities in Worksop."

60 members of staff
Bassetlaw has a two-tier system with a district council and a county council covering the two market towns Worksop and Retford. Qmatic’s consultancy work included both sites, with Worksop going through a scoping programme and Retford benefiting from the business reengineering process training.

Altogether about 60 staff members were involved in the work, resulting in a shared plan for change. "The consultants helped us with building and design, but more importantly, on the human issues such as interaction with the public," Steve said. "This allowed us to streamline and improve our processes," he said. "The pressure on the back office was removed by more services being handled at the front office. We are now customer service focused."

Positive for two-tier system
One of the challenges at Bassetlaw is the two-tier system which can be confusing for customers as the district and county council offer different services. "Qmatic brought forward some challenges and took a look at our services from the customers’ point of view rather than what suits us and our organisation," Steve said.

"The two tier system for example doesn’t make any difference now as we have a joint reception desk. The delivery is seamless so customers don’t have to worry about different queues for the district or the county councils' services."

The best results
"One of the best results of this work has been our partnership with the county council," Steve said. "I know much of the current focus is on unitary councils, but the reality for many of us is working within small councils within the two-tier system which adds to the complexities of providing a joined up service for the customer."

This is Practical Strategy

• An articulated vision and strategy is designed to mobilise staff and customers before any changes take place
• Advancements in customer service technology, staff stress level control, the range and depth of services, the volume of customers expected, customer expectations and demographics are all considered