Kim Silcock Head of Customer Services & Proper Officer Delivering Registration Services in an Open Plan Environment Register Office Solihull Solihull Walk in Centre Chelmsley Wood Walk in centre

It’s a Journey……

The Council’s Customer Strategy 8 years ago….. u Deliver services at the first point of contact. u Consistent customer service through all contact channels. u Move to cheaper channels. u Create a professional customer service… allowing service areas the time to get on with their professional job.. u Invest in a new IT infrastructure… including Customer Relationship Management system. u Deliver services more efficiently.

Walk in Centre Solihull & Contact Centre Birmingham Business Park

Solihull’s Story 2010… u Customer Service has a central role within the organisation u Delivering the Customer Strategy u Creating the customer contact service for all channels Online services Walk in centres u Investment in new IT u Delivering more for less – 5% saving year on year u Reviewed the Registration Service – moved into the Contact Service 4 years ago. oFirst point of contact is the Contact Service not the Registration Service. oIncreased income by 50k in 09/10 oIncreased charges across a range of services, including an administration charge for copy certificates. oRecognised the need to review the way services are delivered.

Walk in centre refurbishment 2006

New Ideas…. Move the Registration of Births to the front line u Work with the GRO to develop the concept. u Provide a business case to pilot the project. oDeliver services from the front line. oTrain Customer Service Advisors to be Registrars. oOffer customers the choice of an appointment or the opportunity to walk in. oOffered the service from the Walk in Centre in Solihull. oDesigned a brand new Walk in Service with individual pods to offer registrations and notices in the future.

New Walk in Centre design Chelmsley Wood

‘Beautiful colours. Puts a smile on a face. ’ How nice and clean it is. The children’s area is a good idea. The colours are nice and bright. I think the bluebell theme is really good brings in what Chelmsley used to be like’ Very pleasant surroundings staff helpful and informative pleasure to come in. Like the Bluebell woods’ ‘Good layout, modern cheerful, good cubicle and increasing privacy

Birth Registration service Customer Feedback Good advice given Re: full certificate Had to wait 20 min but was ok Although the booth did not offer real confidentiality the nature of my visit did not require a private room, in my opinion Very smooth and efficient I felt comfortable and at ease with the service provided, very professional, and met all requirements and expectations We were more thank happy with the service provided today, it was efficient and professional and we would be happy to register a child in this way again On the telephone we had to wait a couple of weeks for an appointment, we came in on random day to change appointment and were told we could register there and then if willing to wait. This information should have been told to us on the phone (fed back to CC ) The staff were very lovely Gary made the whole process as enjoyable as having our new family member, made us feel very at ease Really helpful member of staff, easy process and hassle free

The New Contact Centre

The future…. u The Maternity hospital in Solihull is changing its service… likely to reduce the birth registrations from 3000 a year to 300. u We will pilot walk in service only u With the changing world… oManage the vacancies oDevelop the registrars role to become a Customer Service Advisor. oDevelop the business to grow the income to ensure the future of Registration services. oLook for shared service opportunities.

The Journey Continues….

Ceremony Suite Register Office Newly Refurbished Ceremony Suite