Brent Council - Willesden One Stop Shop
Date: 7th September 2006
The Willesden One Stop Shop was re-located to new premises within the WillesdenLibraryCenter in May of 2001 after experiencing visitor congestion at its previous location. Incorporating a comfortable and spacious waiting area for customers, two new interview rooms, automatic doors and a Lonsto® Queue Management System (Q.M.S)™ the refurbishment focused upon creating a more relaxed waiting experience for customers.
The Situation
The Willesden One Stop Shop opened its doors in 1996 to help constituents within the London Borough of Brent with the accessibility of the services they had to offer.
Willesden has always been proud at the level of customer service that it offers and continually strives to meet the needs of its service users. Such a philosophy however proved disadvantageous as with the high level of service provided, more and more people were drawn to it as a method of resolving problems in which the department had expertise within. With Willesden’s success and consequential rise in the volume of visitor numbers, further adaptations were made to ensure the level of customer service generated in the past remained.
The alterations involved moving to larger offices in 2001 facilitating management’s focus upon further elevated customer service levels.
Prior to the implementation of Lonsto’s® Queue Management Systems (Q.M.S)™ a basic ticketing system was in operation. The old offices were run in conjunction with the Kilburn One Stop Shop so similar difficulties were encountered.
As experienced by the staff at the Kilburn One Stop there was high demand for a queuing system as the ‘deli style’ ticketing system in operation at Willesden’s old premises was not as efficient and productive as visitor numbers began to escalate. The ‘old system’ where members of staff would be responsible for recording waiting and serving times proved to be largely inaccurate and could no longer continue as an efficient data collection tool.
Moving to new premises gave the offices the freedom to explore other possibilities; consequentially they opted for Lonsto’s® Queue Management System (Q.M.S)™ to help in the transition.
Why Lonsto?
Following the initial contact on behalf of the Willesden One Stop Shop Lonsto® worked hard to provide an effective solution to the requirements at hand. Conducting a preliminary survey and working closely with the office a solution was found to the dilemmas being encountered.
The entire philosophy of Lonsto® Queue Management Systems (Q.M.S)™ is:
The Situation
The Willesden One Stop Shop opened its doors in 1996 to help constituents within the London Borough of Brent with the accessibility of the services they had to offer.
Willesden has always been proud at the level of customer service that it offers and continually strives to meet the needs of its service users. Such a philosophy however proved disadvantageous as with the high level of service provided, more and more people were drawn to it as a method of resolving problems in which the department had expertise within. With Willesden’s success and consequential rise in the volume of visitor numbers, further adaptations were made to ensure the level of customer service generated in the past remained.
The alterations involved moving to larger offices in 2001 facilitating management’s focus upon further elevated customer service levels.
Prior to the implementation of Lonsto’s® Queue Management Systems (Q.M.S)™ a basic ticketing system was in operation. The old offices were run in conjunction with the Kilburn One Stop Shop so similar difficulties were encountered.
As experienced by the staff at the Kilburn One Stop there was high demand for a queuing system as the ‘deli style’ ticketing system in operation at Willesden’s old premises was not as efficient and productive as visitor numbers began to escalate. The ‘old system’ where members of staff would be responsible for recording waiting and serving times proved to be largely inaccurate and could no longer continue as an efficient data collection tool.
Moving to new premises gave the offices the freedom to explore other possibilities; consequentially they opted for Lonsto’s® Queue Management System (Q.M.S)™ to help in the transition.
Why Lonsto?
Following the initial contact on behalf of the Willesden One Stop Shop Lonsto® worked hard to provide an effective solution to the requirements at hand. Conducting a preliminary survey and working closely with the office a solution was found to the dilemmas being encountered.
The entire philosophy of Lonsto® Queue Management Systems (Q.M.S)™ is:
- To improve service to one’s customers by the elimination of queues
- To ensure continuity of service without the aggravation of having to queue
- To aid the rapid re-deployment of staff and maximise efficiency
- To enhance the customer perception of the service on offer
This philosophy coupled with our diverse range of experience from a variety of local authorities throughout the UK and beyond, had ensured that Lonsto
Implementation
With close to 1 million enquiries at the One Stop Shops in Brent it is inevitable that certain times of the year will experience higher visitor numbers than others.
Prior to the implementation of Lonsto’s® Queue Management System (Q.M.S)™ busy times at the Willesden One Stop Shop would often create frustrations for the customers. Periods such as Christmas would often warrant a higher demand in the services offered at the shop with services such as housing and street care embracing the majority of enquiries.
“At certain times of the year,” explains Mr. Lavan, “the queue would be going out of the door. The inaccuracy of the statistics brought on through members of staff writing down waiting and serving times proved a hindrance to our desire to provide accurate data for analysis.”
The incorporation of Lonsto® technology was to change this.
Installation was quick and easy with a Lonsto® Intelligent Ticket Dispenser (ITD) being implemented feeding accurate statistics to the manager’s office. With display panels placed at convenient positions throughout the department, customers would be sure not to miss their number being displayed. Secure in the knowledge that their position within the queue was safe customers could relax.
With the accuracy of statistics it was only a matter of time before management could utilise them to the benefit of overall customer service.
Going Live
Upon implementation there were immediate improvements regarding the organisation and flow of those visiting the Willesden One Stop Shop, as noted by Manager Mr. David Lavan, “the system we had in the old days helped us a lot but as visitor numbers grew we had to think of alternative ways to maintain our high level of customer service,” he continues, “we had to write down the statistics that we had wanted to obtain on pieces of paper. Waiting and serving times were very important to us as we could take appropriate action to the data that had been generated. However now and again they would get lost inhibiting the accuracy of the statistics that we had invested so much time in gathering.”
With the statistical element of Lonsto’s® Queue Management System (Q.M.S)™ now employed the control over employee scheduling could now be achieved more effectively, enabling the allocation of resources to particular areas when demand dictated.
With an enhanced customer flow, aided through the statistics generated, the Willesden One Stop Shop could now focus on building upon the benefits produced from the new system.
Immediate Benefits
The most prominent results generated through the implementation of Lonsto’s® Queue Management System (Q.M.S)™ were the immediate elevation towards organisation and efficiency levels. The One Stop Shop had always maintained high levels of organisation and efficiency in the past, though when busy times were encountered strains were often felt.
“We’re very happy with the system,” notes Mr. Lavan, “There are no problems with it and we’re content with what it has offered us over the years. We notice its influence most notably at busy times of the year with the release of pressure that would usually have been placed upon the staff. With the reduction in pressure and increased efficiency these benefits are
returned to the customers who now experience a relaxing wait.”
The key immediate benefits highlighted by Mr. Lavan also included the generation of accurate statistics which included the recording of waiting times. Such statistics proved helpful when conducting management reports which helped develop strategies and policies regarding customer service at the One Stop Shop.
Through generated statistics the London Borough of Brent could establish the busiest service areas at its One Stop Shops; they were, Revenue & Benefits, Streetcare and the Generic team (which included General Information, Social Services and Council Tax). Having accessibility to this information would formulate policy and lead to those areas receiving additional training and resources to alleviate the pressure and thus increasing efficiency, productivity and customer satisfaction.
A recent forum at the London Borough of Brent (utilising the statistics generated through Lonsto® technology throughout the borough) highlighted how they have managed to bring down the average waiting time across the locations down form 15 minutes in 2002/2003 to 12 minutes during 2003/2004 with these trends set to continue.
In the report the London Borough of Brent notes, “We are constantly investing in new technology to continue improving. For example we are currently exploring the feasibility of installing self help terminals in our shops which will reduce the number of people having to queue for assistance. We have also been granted funding for a more sophisticated Queue Management System, to be introduced in the near future.”
The London Borough of Brent’s successful implementation of Lonsto’s® Queue Management Systems (Q.M.S)™ and their commitment to further implementation of queuing technology highlights the benefits Lonsto’s® technology have generated within their One Stop Shop’s.
Due to the efforts and the energy invested by the London Borough of Brent into customer service they now receive enquiries and visits from over 200 other local authorities throughout the country who look to Brent as ‘Best Practice’. They are an example to others in regards of what to do and how best to do it.
It is no surprise then, that with the assistance of Lonsto technology that in May 2006 the London Borough of Brent were made finalists at the Public Servants of the Year Award.
With Lonsto’s® Queue Management System (Q.M.S)™ Willesden One Stop Shop improved:
With close to 1 million enquiries at the One Stop Shops in Brent it is inevitable that certain times of the year will experience higher visitor numbers than others.
Prior to the implementation of Lonsto’s® Queue Management System (Q.M.S)™ busy times at the Willesden One Stop Shop would often create frustrations for the customers. Periods such as Christmas would often warrant a higher demand in the services offered at the shop with services such as housing and street care embracing the majority of enquiries.
“At certain times of the year,” explains Mr. Lavan, “the queue would be going out of the door. The inaccuracy of the statistics brought on through members of staff writing down waiting and serving times proved a hindrance to our desire to provide accurate data for analysis.”
The incorporation of Lonsto® technology was to change this.
Installation was quick and easy with a Lonsto® Intelligent Ticket Dispenser (ITD) being implemented feeding accurate statistics to the manager’s office. With display panels placed at convenient positions throughout the department, customers would be sure not to miss their number being displayed. Secure in the knowledge that their position within the queue was safe customers could relax.
With the accuracy of statistics it was only a matter of time before management could utilise them to the benefit of overall customer service.
Going Live
Upon implementation there were immediate improvements regarding the organisation and flow of those visiting the Willesden One Stop Shop, as noted by Manager Mr. David Lavan, “the system we had in the old days helped us a lot but as visitor numbers grew we had to think of alternative ways to maintain our high level of customer service,” he continues, “we had to write down the statistics that we had wanted to obtain on pieces of paper. Waiting and serving times were very important to us as we could take appropriate action to the data that had been generated. However now and again they would get lost inhibiting the accuracy of the statistics that we had invested so much time in gathering.”
With the statistical element of Lonsto’s® Queue Management System (Q.M.S)™ now employed the control over employee scheduling could now be achieved more effectively, enabling the allocation of resources to particular areas when demand dictated.
With an enhanced customer flow, aided through the statistics generated, the Willesden One Stop Shop could now focus on building upon the benefits produced from the new system.
Immediate Benefits
The most prominent results generated through the implementation of Lonsto’s® Queue Management System (Q.M.S)™ were the immediate elevation towards organisation and efficiency levels. The One Stop Shop had always maintained high levels of organisation and efficiency in the past, though when busy times were encountered strains were often felt.
“We’re very happy with the system,” notes Mr. Lavan, “There are no problems with it and we’re content with what it has offered us over the years. We notice its influence most notably at busy times of the year with the release of pressure that would usually have been placed upon the staff. With the reduction in pressure and increased efficiency these benefits are
returned to the customers who now experience a relaxing wait.”
The key immediate benefits highlighted by Mr. Lavan also included the generation of accurate statistics which included the recording of waiting times. Such statistics proved helpful when conducting management reports which helped develop strategies and policies regarding customer service at the One Stop Shop.
Through generated statistics the London Borough of Brent could establish the busiest service areas at its One Stop Shops; they were, Revenue & Benefits, Streetcare and the Generic team (which included General Information, Social Services and Council Tax). Having accessibility to this information would formulate policy and lead to those areas receiving additional training and resources to alleviate the pressure and thus increasing efficiency, productivity and customer satisfaction.
A recent forum at the London Borough of Brent (utilising the statistics generated through Lonsto® technology throughout the borough) highlighted how they have managed to bring down the average waiting time across the locations down form 15 minutes in 2002/2003 to 12 minutes during 2003/2004 with these trends set to continue.
In the report the London Borough of Brent notes, “We are constantly investing in new technology to continue improving. For example we are currently exploring the feasibility of installing self help terminals in our shops which will reduce the number of people having to queue for assistance. We have also been granted funding for a more sophisticated Queue Management System, to be introduced in the near future.”
The London Borough of Brent’s successful implementation of Lonsto’s® Queue Management Systems (Q.M.S)™ and their commitment to further implementation of queuing technology highlights the benefits Lonsto’s® technology have generated within their One Stop Shop’s.
Due to the efforts and the energy invested by the London Borough of Brent into customer service they now receive enquiries and visits from over 200 other local authorities throughout the country who look to Brent as ‘Best Practice’. They are an example to others in regards of what to do and how best to do it.
It is no surprise then, that with the assistance of Lonsto technology that in May 2006 the London Borough of Brent were made finalists at the Public Servants of the Year Award.
With Lonsto’s® Queue Management System (Q.M.S)™ Willesden One Stop Shop improved:
- An organised and efficient queue flow
- Statistical accuracy of waiting and serving times
- Report writing for the One Stop Shop’s managers
- Clarity for the London Borough of Brent’s local management team in regards to establishing policy for its One Stop Shops through data generated
- A comfortable and relaxing queuing environment
- Customer Satisfaction through reduced waiting times
- Reduction in visitor complaints and confrontational outbursts
- Employee satisfaction
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