Bristol City Council, Citizen Service Point

Case Study

It’s been great to be a part of such a wide reaching effort to deliver such a great outcome for the citizens of Bristol – without you we would not have been able to achieve this – thank you.

Robert Swift

Senior Project Manager, Bristol City Council

The Challenge

To design a space that would facilitate the council delivering services to its citizens in a more modern way, focusing on a shift to online and self-serve whilst retaining access to face=to-face interaction for those with complex requirements.

Alongside the physical design of the space the Council has embarked upon a redesign of processes, the challenge for the spatial solution was to be able to accommodate these changes and initiatives moving forward. Not only within the council but also to enable partner organisations to use the space for related services.

The decision to collocate the back office teams focused on customer service delivery at the council’s 100 Temple Street office has provided a more joined up and cohesive end-to-end process for citizen service delivery.

george_fergusonGeorge Ferguson, former Mayor of Bristol said at the launch of the Citizen Service Point: “It is vitally important that we make it easy as possible for citizens to access services online to allow the Citizen Service Point to help the people who most need our face-to-face support and advice.

“While there are some that are unable to, the majority of our citizens now prefer to access our services online as this provides the most convenient and flexible way of engaging with the Council and the services we provide.

“Of course there will always be instances where people need to speak to a member of our staff face to face because of a multitude of reasons and that is exactly what the new Citizen Service Point is there for.”

The Solution

A shift away from queuing at a desk to being greeted by a floorwalker has enabled a much more open and less restricted space. Visibility across the space has meant a more light touch approach to security and a more welcoming environment for citizens.

To offer future flexibility the small number of meeting rooms and fixed elements are provided around the perimeter of the space to create a large open area within which a series of mobile elements such as freestanding meeting pods and furniture booths can be located in a range of configurations. Mobile technology enables staff to choose a setting most suitable for a citizen’s needs, this has led to a lesser requirement for booking rooms and greater capacity provided through a variety of settings, maximizing the usage of space.

Self service elements are located at the front end of the space enabling quick transactions with support readily available from nearby floor walkers. Deeper into the space more discrete areas are provided for dealing with complex cases which may require interaction with more specialist support from staff. Public Wifi is provided throughout the space and citizens are encouraged to bring their own device, further encouraging a more responsive digital service.

The Results

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