HomeMy WebLinkAboutCAO-07-057 - Customer Service Welcome Centre
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Report To: Chair Vrbanovic and Members of Finance and Corporate
Services Committee
Date of Meeting: Monday, December 3, 2007
Submitted By: Jeannie Murphy, Customer Service Project Manager
Prepared By: Jeannie Murphy, Customer Service Project Manager
Wards}Involved: ALL
Date of Report: November 27, 2007
Report No.: CAO-07-057
Subject: Customer Service Welcome Centre
RECOMMENDATION:
That Council approve the area across from the cashier counter service in the Rotunda to be
used as a temporary location for the Welcome Centre and Visitor Information Centre as outlined
in the staff report CAO-07-057, dated November 27, 2007, and
That upon review of the location and operation of City Hall security and the Welcome Centre
and Visitor Information Centre a report be submitted to Council for review and approval in early
spring 2008.
BACKGROUND:
As outlined in the New Corporate Customer Service Program business case presented and
approved by Council October 1, 2007 under report CAO-07-044, the new Customer Service
Welcome Centre will be added to the Rotunda in City Hall to help direct visitors and answer
walk-in inquiries. The Centre will also have a Tourism representative to support the new
Waterloo Region Tourism Marketing Corporation under the City's obligation to operate a Visitor
Information Centre. The two representatives will be able to provide full coverage for face-to-
face inquiries at all times during business hours. Capital funds are currently available for the
renovations required to accommodate the Welcome Centre in the Rotunda for both the
temporary and permanent locations.
The original recommendation for the location for the Welcome Centre was outlined in the New
Corporate Customer Service Program business case. The location for this new centre was
originally recommended to be in the space directly across from the cashier counter on the
ground floor of City Hall. During the presentation of the original Business Case, Council
requested that other options for a location of the Welcome Centre be reviewed and presented
back to Council. The review of the Rotunda area and all other effected areas has evolved into
something more complex than originally planned. In order to have the centre up and running in
the New Year, we are recommending that the original recommendation for locating this centre in
the space located across from the cashier counter be approved on a temporary basis with the
understanding that a more comprehensive review be undertaken and that a recommendation
come back to council in early spring 2008 with a permanent location.
REPORT:
This space is located directly across from the Cashier counter on the ground floor of City Hall.
This area will be the focal point for visitors to City Hall. Visitors to City Hall will be assisted with
information both verbally and through information materials that they can take away with them. It
will also be the location for the Tourism office as this is a compatible service.
The space will be well signed so that upon entering the building on the main level, visitors will
be drawn to this area, or, if directed to this area they will not have any difficulty finding the
centre.
The space will be furnished with pieces of antique furniture from Old City Hall which is currently
in storage. Facilities Management will assist with creating a space that is both inviting and
functional. It should at a minimum consist of:
A wheelchair accessible desk /counter with space and chairs for two people (Welcome
Centre Agent and Tourism Representative}
2 computers to support both the Welcome Centre and Tourism
Display racks for Tourism and City related brochures or literature
Generally, the Welcome Centre will be staffed initially during business hours only Monday to
Friday, 8:30 am - 5:00 pm}. During events and other peak tourism seasons, hours may vary.
The temporary location of both services will provide an opportunity to assess the operation of
the two services and assist in determination of final location and operating principles.
FINANCIAL IMPLICATIONS:
There are no new dollars associated with this expenditure. The costs for renovations/creation of
the Customer Service Welcome Centre would be covered under existing Capital funds under
170051 Customer Service Strategy.
COMMUNICATIONS:
Once a decision on the location of the Welcome Centre has been confirmed, a communications
strategy will be developed to include a grand opening. An update to the Customer Service
Intranet page will also be included so that staff is aware of the new Centre. Our City of
Kitchener website will also include information on the new centre.
CONCLUSION:
Construction of a Welcome Centre at City Hall was identified in the Corporate Customer Service
Program business case as one of the critical tasks that needed to be completed in 2008 in order
to fulfil Phase One of the strategy approved by Council.
The goal is to have the Visitor Information Centre in operation in early January and the new
Customer Service Welcome Centre up and running by February 2008. The two representatives
will be able to provide full coverage for face-to-face inquiries at all times during business hours.
By approving this temporary location we will be able to fulfil the projected time frame of opening
the centre.
Jeannie Murphy
Customer Service Project Manager