The community is benefitting from more direct access to support at the Cleveland Customer Service Centre under a new concierge model being trialled by Redland City Council.
Acting Mayor Julie Talty said the trial was aimed at providing greater convenience for residents and helping them manage Council business more efficiently.
“We know many of our ratepayers are short on time and appreciate being able to have their queries about Council managed quickly,” she said.
“The dedicated concierge is the first point of contact for visitors when they enter the centre and can assist with forms, online and digital tools, and certain other Council matters on-the-spot.
“Early engagement and support provided by the concierge has meant that visitors haven’t had to wait in line for service.
“The aim of the model is to offer more convenience for visitors through reduced wait times, less queuing, and greater face-to-face connection with Council staff.
“It is also aimed at helping to reduce demand on staff at the front counter, especially in situations where the concierge can help visitors self-serve their requests through Council’s digital tools.
“The concierge role is being rotated among existing staff, so visitors will continue to see the same friendly faces when they drop in to the centre during the trial period.”
Division 2 Councillor Peter Mitchell said early reporting on the initiative in October found that almost 40 per cent of customer queries were able to be managed directly by the concierge.
“This early intervention has helped to streamline the experience for visitors,” he said.
“Matters that can’t be addressed on the spot, such as cash payments, are triaged by the concierge for processing by a staff member behind the counter.
“While it is only a limited trial at this stage, the results and feedback are really positive and show the early engagement offered by the concierge is providing great convenience for visitors and saving them time.
“Staff have also remarked that they are enjoying the extra face-to-face contact with members of the community.”
The initiative is being delivered on a limited basis using existing staff and resources, meaning there are no additional costs to Council or ratepayers during the trial, which runs until Christmas.
