Like many local government organisations, the City of Wolverhampton Council is committed to protecting and improving the services it delivers to its 250,000+ residents, despite facing skills shortages, increased efficiency targets, and more demands on time and budget.
In order to reach its goals to improve the economic health of the region, the Council set to create £1.5m worth of operational efficiencies within three years, with a mission to better connect its customers to its 30 services.
- The Council’s headquarters is a very old, traditional building situated in the centre of town
- Previously housed 25 reception areas across four floors
- It serves as the base for the contact centre, handling 60,000 calls and 300,000 enquiries each month from online channels
As customers get accustomed to fast, efficient service, the Council’s high desks, glass walls and multitude of friction points were causing unnecessary aggravation among visitors. With up to 10,000 customers visiting in a single month, the Council’s old space was becoming problematic when it came to quickly and easily finding the right floor, reception or person.
Ultimately, the Council needed to transform and re-think the existing customer journey, by focusing on consolidation of services, removing physical barriers and creating a clear and easy to use environment. The Council wanted to replace it with a bright, welcoming and personalised service, supported by aesthetic changes such as new uniforms.
Qmatic was selected to work with the City of Wolverhampton Council throughout the three-year programme. With a physical re-development of the space underway, Qmatic provided the Council with a complete technology solution to support both customers and staff from online to the minute they entered the building.
Qmatic implemented several internet-connected touch screen kiosks for a dedicated self-service area, as well as tablets for front of house staff, and multiple digital displays and media screens to keep customers informed of their place in the queue. The entire system runs on Qmatic's customer journey management platform - Orcehstra, including appointment management capabilities.
Tablets enable front of house staff to help customers arrive either for a pre-booked appointment or as a walk-in to get into a virtual queue for service. Walk-ins receive paper tickets with their unique references, with all the information about their waiting time clearly displayed on the big screens, and automatic voice announcements that let them know when it is their turn.