The public sector is being restructured and customer-facing services are coming together to make life easier for islanders.
One Front Door
by Cloe Ann Freeman, Assistant Press Officer, States of Jersey.
In October last year, the La Motte Street building, formerly Social Security, opened its doors as Customer and Local Services for the first time. The Taxes helpdesk and Treasury Cashiers were the first services to move as part of the 'one front door' approach to deliver an improved service for customers. Over the following weeks the front desks of Customs and Passports, then Planning and Building Control moved in to join the new initiative.
In the first month of Customer and Local Services, the number of customers visiting La Motte Street significantly increased. An average of 700 customers have been coming to the building each day, compared to approximately 400 per day when it was purely Social Security. Around 200 queries a day are being resolved by our Welcome Hosts, who were introduced as a first point of
contact for
customers, and around 100 people per day have used more than one service on their visit to the building.
Whilst we were preparing for the re-launch, the ground floor customer area at Philip Le Feuvre House was remodelled to create a new layout, with a colour scheme based around the services delivered from the building. A new system for helping customers reach specialist advisers was also launched and Welcome Hosts were introduced to provide a first point of contact for customers.
Director General for Customer and Local Services, Ian Burns, said: “I’m delighted with the progress made since Customer and Local Services was launched. This is a great example of how teams from across government have worked together to make life easier for our customers.”
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Before the launch of ‘One Front Door’, islanders had to consult multiple teams in multiple departments in various locations and, in most cases, had to provide duplicate information each time. This meant that something as simple as updating your address could involve visits to a number of States departments and filling in a variety of forms. We knew, from the results of an island-wide survey of 1,000 islanders, that 84% of islanders wanted to be able to apply for government services in one place, instead of having to contact each department separately.
Ian Burns added: "We listened to islanders, who said they want more joined-up services and to be able to access them in one place, so that's what we're working towards. By bringing more front desk services together, we're making it easier and more convenient for the islanders we serve."
Accessibility was a key consideration in choosing to base ‘One Front Door’ at La Motte Street. While no location is perfect, La Motte Street already had the most visitors, and people already visiting the building can now access more services in one place.
Online Services We are continuing to expand the range of online services,
something that islanders have said that they would like.
People will be able to seek advice, fill out applications and track progress of submissions online. Reducing the need to visit States services in person will save customers’ time and increase productivity for the organisation.
For customers who are not confident using digital access,
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