The Customer Services Centre closed for face
to face appointments on 3 April 2020 due to the ongoing COVID-19
situation.
The proposal is to commence a phased re-opening of the Customer
Services Centre initially for face to face urgent appointments for
Register Office, Homelessness, Financial Protection (FPT) and
Section 17 payments.
The staffing levels within the Centre would be:
• 1 Security Guard
• 1 Customer Services Advisor
• 1 Customer Services Team Leader
• Register office staff (1 receptionist, 2 back office)
• Financial Protection staff (dependant on number of
appointments)
It is expected that the Register Office will be advised to
recommence the registration of births face to face from 1 June
2020, the Homeless team will continue to provide support and advice
over the telephone and the Financial Protection Team will return to
providing monies face to face within the Customer Services
Centre.
Social distancing measures are to be strictly adhered to, hence
only offering an appointment-based service with reduced opening
times of 10am to 3pm.
Services available and opening times would be reviewed on a 3
weekly basis and individual services would be heavily involved in
the extension of services available.
The expected date for re-opening is 1 June 2020.
HM Government guidance for working safely during COVID-19 to be
consulted and adhered to throughout.
Financial/staffing/health & safety (incl virus transmission
risks)/service delivery impacts/other risks and impacts
considered:
•Installation of “sneeze-screens” to reception
desks and 7 interview rooms (inclusive of all 4 register office
rooms);
•All staff provided with full-face visors as per guidance from
Public Health;
•The use of gloves is not currently recommended by Public
Health but use of hand sanitizer and regular handwashing is
recommended;
•Regular cleaning to be carried out within the centre;
•Appointment only system to reduce number of staff and
customers within the centre;
•Security in place to manage entrance and exit of
customers;
•Temporary barriers installed in the Town Hall to ensure a
safe queuing system;
•Public PC area, public waiting area, scanning station and
payment kiosk to remain closed for the time being to reduce number
of “drop-in” visits;
•Number of customers within interview rooms to be restricted
to 1 person at any one time except in the instance of births where
parents are unmarried and legally both must be present at the same
time;
•Appointments for services such as Financial Protection Team
(FPT) to be staggered to reduce queues;
•An electronic diary for appointments to be used and managed
by Customer Services Team Leaders;
•Panic alarms fully functioning in interview rooms and through
personal pendants;
•One-way system for customers entering and exiting the centre
to reduce chances of customers being within 2m of each other and
therefore reduce chances of infection;
•Signage throughout the centre reminding of social distancing
guidelines;
•Staff access through the centre restricted to reduce numbers
within centre;
•All interview rooms not in use for face to face interviews to
be locked from the customer side to reduce possible infection of
staff who are currently using these as office space;
•Automatic hand sanitizer dispensers available for customers
at entrance and exit area and behind interview rooms and reception
desk for staff.
Equality Impacts:
In the context of the pandemic customers should not be making
visits to the contact centre for this purpose, however it is
recognised that the registration of births is essential. FPT
customers have continued to collect monies from Civic Reception
during the pandemic so the re-opening will reduce risks for staff
and customers.
Decision type: Non-key
Decision status: Recommendations Approved
Notice of proposed decision first published: 20/11/2020
Decision due: 27 May 2020 by Assistant Director Housing and Building Services
Contact: Pauline Mitchell, Assistant Director Housing and Building Services Email: [email protected].
Consultation process
Consulted with Councillor Johnson, Anthony
Sandys, Pauline Mitchell, Elizabeth Davison. All in support of the
proposal to re-open on an appointment only basis due to safety
measures in place which reduce risks to face-to-face staff and
customers.