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Home My WebLink AboutCOD-014-01 , , _4, CI~mglOn REPORT CORPORATE SERVICES DEPARTMENT Meeting: General Purpose & Administration Date: October 22. 2001 Resolution #:011l- 5 j;2. -0 I Report #: COD-014-01 File#: By-law: Subject: CUSTOMER SERVICE/RECEPTION AREA Recommendations: 1. THAT Report COD-014-01 be received; 2. THAT Council authorize the Director of Corporate Services the authority to initiate the tendering process for the construction of the recommended Customer Service/Reception Area; and, 3. THAT an electronic message board be included in the Customer Service/Reception Area at an approximate cost of $20,000; and, 4. THAT the Customer Service/Reception Area technological and telephone upgrades required to service the newly constructed unit be provided at an approximate cost of $20,000; and 5. THAT the necessary funds be drawn from the General Municipal Reserve Fund. Submitted by: arie Marano Director, Corporate Services R"'ewed.Q ~~ ranklin Wu Chief Administrative Officer MM/JJC/jv 915 REPORT NO.:COD-014-01 PAGE 2 1.0 BACKGROUND 1.1 Council has identified "excellence in customer service" as an integral part of the Municipality's overall Business Plan. A key part of the customer service strategy is the reception area that is located in the lobby area of the Municipal Administration Centre. 1.2 Report ADMIN-02-01 NEW ORGANIZATIONAL STRUCTURE provided for the construction of the ground floor reception area in order to advance the customer service program. 2.0 DISCUSSION 2.1 The function of the current reception area is evolving into a comprehensive Customer Service/Reception Area. It is planned that this area will provide a "one- stop" information service for individuals arriving at the Municipal Administrative Centre in search of general information regarding the services, programs and facilities of the Corporation of the Municipality of Clarington. Information available from Customer Service Clerks, the municipal website (internet) and intranet will be available at this area. General information brochures and publications - such as the Community Guide, Visitors Guide and Municipal Directory of Service - will also be available at this location. 2.2 Given the future function of this area, it has been necessary to rethink the physical set-up of the existing workstation. Currently the duties at the reception area are performed by one full-time and one part-time (24 hourslweek) Communications Clerks. These individuals are the Municipality's "greeters" to those arriving in person or by telephone. The space allows for one computer workstation and one Mitel Superconsole 1000. It does not allow for both staff to work in this space, comfortably, at the same time. 2.3 Attached is the proposed design for the new Customer Service/Reception Area. Utilizing the existing reception area, it will incorporate the following attributes: . 2 computer workstations with network and internet access; . Raised platform so that Communications Clerks are at eye-level with people making inquiries; . Dedicated space for a large digital message board; 916 REPORT NO.:COD-014-01 PAGE 3 . 2 Mitel Superconsole 1000 - allowing staff to answer more than one call at anyone time; and, · Bulletin boards and pamphlet holders for the display of information brochures & publications The new Customer Service/Reception Area is intended to deliver a positive message to those individuals entering the Municipal Administrative Centre. The plan includes the "dressing" of the large pillars in the lobby area - local artists will be contacted to consider their suggestions. 2.4 The construction of the Customer Service/Reception Area was removed from the building tender (MAC Expansion) in order to advance the customer service program. At that time the architect was requested to provide a cost estimate (Attachment # 1). The estimated costs, provided by Shoalts and Zaback Architects Limited, includes the removal of the existing reception desk, construction of the new Customer Service/Reception Area and applicable taxes. The total project cost is estimated to be $65,000.00. The digital message board is a separate item not included in the estimated project cost. Although formal quotes would be required, it is estimated that the installation of the digital message board would be about $20,000.00. As approved in the reorganization, REPORT ADMIN 02-01, the funds to reconfigure the Customer Service/Reception Area are to be drawn from the General Municipal Reserve Fund. 3.0 ACCOMMODATING EXPANSION 3.1 The removal of the existing desk and the construction of the Customer Service/Reception Area must be timed to limit the impact to the level of service expected by the public. With Council's approval to take this project to tender, it will be necessary to temporarily relocate the Communications staff. In addition, as the expansion of the Clarington Public Library and Municipal Administrative progresses, it is anticipated that other services and staff may need to be relocated. To this end, the Corporate Services Department suggests the following plan. The Communications & Tourism Division (3 full-time staff) will be temporarily relocated to the Boardroom Area offered by the existing Clarington Public Library. This move would be initiated in December 2001 in order to have 917 REPORT NO.:COD-014-01 PAGE 4 , the least amount of impact to the daily work requirements and clients of this Division. This move, however, will not be implemented until computer network and telephone/fax issues are dealt with in order to reduce any impact/inconvenience to the public. 3.2 Once the existing space used by the Communications & Tourism Division is available, it is suggested that the Communications Clerks assigned to the Customer Service/Reception Area be temporarily relocated to this area. This will allow for the least amount of service disruption while the new workspace is being constructed. Finally, once the reception area is complete, the Communications Clerks would be relocated to their new space leaving the former Communications & Tourism area available for use by other municipal staff that would be negatively impacted by the ongoing construction of the new library and expansion of the Municipal Administrative Centre. Minor costs associated with this temporary move such as wiring etc. will be included in charges to the General Municipal Reserve Fund. 4.0 CONCLUSION 4.1 Modifying the existing reception area into a user-friendly Customer Service/Reception Area is one of the many initiatives the Municipality will undertake in the coming years to improve customer service - a priority item identified in the Chief Administrative Officer's comprehensive Business Plan. ATTACHMENTS: Attachment #1 - Architectural drawing of proposed Customer Service/Reception Area CORPORATION OF THE MUNICIPALITY OF CLARINGTON 40 TEMPERANCE STREET BOWMANVILLE, ONTARIO L 1C 3A6 T 905 623-3379 F 905 623-0584 918 lU/Ol/O! 15:J7 FAX - ~ < t:; rr: " Z ~ ~v. 8 '-"- ::r: ( '-' ~ I- -' '" \ ~ lL' {/) Vl" :s~ Clt:J liD: z\Ji SHUAL'j'S -'_ ~ZABACl( -----I ~ iz: iz:"'''' o~ffi ff'o..;2 o ~::::Oa:: f-'-'w l5 '" ::r:-3'~ -'01- U1LL~O w ~ ~ :::;; ~ o~ ~~ we. ~ f5 ~~ ~ 11.0 ~... -' a:::_CLa.I e5~ ~\ f5 ~~ ~ ~1- 9 ~za", QJ~e ~~ Ie g~U' ~g3 Di C.06 CJ '" W l- X W o ;z: ::J lL W Iii g a:: ~ w '" ~~ a::~ ~O :5~ 0..0 ~~ ,z:::;; !!:~ ~~ 03 ~ ~ -' W !Xl ~ ~ B G: . o ~ ol/)~ ~~o -,"~' w - zzffi <(01/) 0..1= VlOO ~~f5 <) 919 w w If a:: !:l:g ; &1::> -gj8 ----4 /;' I \ I / 14] un:}! OUJ "U C o >- .D. .aC o 0 .-J:;:: 0- .<1> cow Q)Q)..- e>o=::...- '^ c( '" 1 I,) Ij)