Brent Council - Harlsden One Stop Shop

Date: 7th September 2006

Harlesden became the first ‘stand-alone’ and high street shop when it opened in January 1995. Due to the increase in demand the Harlesden One Stop Shop moved to bigger premises in 1997.

The Situation

Since opening at its new premises in 1997 the Harlesden One Stop Shop has seen visitor numbers significantly elevate year on year. Its position within the heart of the London Borough of Brent has ensured that the volume of customers that it receives remains consistently high and as a result greatly valued.

With an ever growing number of service users the front-line services offered by the One Stop Shop has consistently had to adapt in order to maintain the high level of face-to-face customer service that the council strives to generate.

For a number of years the Harlesden One Stop Shop operated a basic Queue Management System (Q.M.S)™ which had been successfully utilised before at BrentTown Hall. The basic system incorporated a ‘door bell’ type button which when pushed would make a buzz sound alerting customers that a service point had become available.

The basic system complemented its surroundings and worked well within its environment. Statistics, as for any manager was a useful resource but the only way to obtain them was to physically write down the information required, such as visitor waiting times and service times.

Such a method of data gathering proved time consuming as when required the information had to be tallied up by a member of staff. On occasion pieces of paper which contained waiting and serving times would be lost consequentially affecting the accuracy of the statistics generated.

Though the system in operation at the Harlesden One Stop Shop had been successful at its objectives since its implementation, the growing volume of customers as the years progressed and the pressure it placed upon staff members led to alternative forms of queue management being desired.

Why Lonsto?

Lonsto® has been at the forefront in providing local authorities with the means of successfully elevating productivity while reducing costs. Working with over 400 local authorities throughout the UK with in excess of 1500 installations in the new millennium, we our proud of the contribution made in such little time. Our popularity is a true testament to the importance and level of success that our systems provide within local authorities.

Operating for 36 years Lonsto® has continually maintained the concept of producing products that are of first class design and quality. With our expertise and service we have developed the philosophy that ‘your customer is our customer.’ This is not overlooked by existing and potential clients and consequentially this reputation does not go unnoticed.

With this reputation and expertise the London Borough of Brent Council chose Lonsto to help provide a solution to the growing visitor numbers that the Harlesden One Stop Shop was beginning to experience.

Lonsto® worked closely with management to tailor an adequate solution to the requirements desired, continually focusing upon the importance of statistics and the enhancement of the ‘waiting experience’ for customers.

Implementation

In May 2006 it was decided that an Intelligent Ticket Dispenser (ITD) combined with a Plasma T.V Diverter Display System was to be incorporated into the department. The statistics generated via the ITD were to prove an indispensable resource in the management of customer flow at the Harlesden One Stop Shop.

In consultation with Lonsto® it was decided that upon entrance to the department customers would be greeted by the receptionist sitting at her desk in which the ITD was positioned.

From here the receptionist would be able to deal with the enquiry and ascertain whether it was necessary to give a numbered ticket so that the visitor could be attended to in due course at a service counter. This would prevent those with basic enquiries having to wait longer in the main queue, releasing pressure upon those queuing to have a more complex enquiry dealt with.

Incorporating a Plasma T.V Diverter Display System promoted an enhanced environment in which to relax within, bringing the comforts of home into the waiting area.

With the system implemented it was only a matter of time before the customers would start to experience the benefits.

Going Live

With any change towards the ‘status-quo’ a natural learning curve had to be encountered for both members of staff and service users alike.

“Soon after its implementation our customers became familiar with the system in operation,” explains the customer service manager, “They loved it as it organised things better and they could now relax in an environment where waiting was more enjoyable.”

With a link to the managers office data could now be viewed on the computer terminal giving an indication as to the level of customers that were currently waiting with the service times also available. With this data, management could allocate resources to the areas that required it contributing to the smooth flow of those waiting within the One Stop Shop.

Immediate Benefits

Town halls across the country will be awaiting with anticipation with regards to Sir Michael Lyons review in December 2006 which will determine a variety of factors within local government, ranging from the way in which local councils are funded to how they’re services are operated.

With only 16% of local council’s total funding coming from council tax revenue more and more reliance has been placed upon central government as a means of financing and contributing to the demands of constituents within wards. With close to 50% of council funding coming from central government more and more pressure has developed as a means to reducing such high financial dependencies.

Though some local councils are waiting to see the recommendations and suggestions that are to arise from the review in December 2006 others have taken more of a proactive approach focusing upon best practice as a means to achieving greater independence from central government.

The London Borough of Brent is one such council that has made the proactive steps into releasing resources as a result of the development of local authority best practice.

Customers are now a lot more content to wait until a service counter becomes available. Secure in the knowledge that their position is safe within the queue they can sit back and watch the T.V or read a magazine or newspaper.

The Council now knows exactly how long customers are waiting and allocate additional resources to meet the high demands of visitor influxes. The system has regulated the flow of customers in a consistent and fair manner, and continues to do so after the original installation.

The desired result was achieved and though the ever increasing pressures that are placed upon them by central government through the Lyon’s Inquiry grow ever imminent local authority’s such as the London Borough of Brent, will find them in an ever stronger position when such changes are implemented.

With Lonsto’s® Queue Management System (Q.M.S)™ Harlesden One Stop Shop improved:

- An organised and efficient queue flow

- A comfortable and relaxing queuing environment aided through T.V Plasma screen, reading material and a mini play area for customers with children

- Customer Satisfaction through reduced waiting times

- Clarity to those who are hard of hearing and have difficulties understanding English

- Reduction in visitor complaints and confrontational outbursts

- Employee satisfaction

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