Technical Notes 2021, Issue 79 - Reintroduction of Customer Services in Community Hubs

Report by: 
Ann Davie, Depute Chief Executive – Education People & Business
TN Number: 
Reintroduction of Customer Services in Community Hubs
Responsible Officer: 
Angela Fegan, Customer, Performance & PR Manager
This Technical Note will be published on the Council’s website following circulation to Members. Its contents may be disclosed or shared outwith the Council.

As facilities and services continue to reopen, plans are in place to reintroduce face-to-face customer services, by appointment only, through the four Community Hubs.

Members will be aware that currently the face-to-face element of registration services are being delivered by appointment only through Kirkintilloch Community Hub, and the face-to-face element of Licensing is being delivered by appointment only through Bearsden Community Hub.

The current process for both registration and licensing will continue.  Death registration can be completed remotely, and the preliminary steps for birth registration and marriage paperwork registration are carried out remotely, with an appointment for the final face-to-face element being made once the preliminary steps have been completed. 

Similarly, for licensing, the application process is completed online for new licences and renewals, with a final appointment made for the issue of the licence once the application process is completed.

A phased approach is being implemented to expand where appointments can be made as follows:

From Monday 12 July

Face-to-face appointments for registration and licensing will be available in both Bearsden Community Hub and Kirkintilloch Community Hub.

From Monday 26 July

Face-to-face appointments for registration, licensing and for other customer services requirements will be available from all four Community Hubs – Bearsden, Bishopbriggs, Kirkintilloch and Lennoxtown.

Appointments for other customer service purposes can be made by telephone by calling 0300 1234510.  Customer service agents will provide guidance if services can be delivered digitally to minimise the requirement for face-to-face appointments and take details of the purpose of the appointment, if it is required, to ensure that agents conducting the appointment are able to provide the support being sought.

Chip and pin devices have been introduced to all Community Hubs to facilitate cashless payments and customers also continue to be able to pay online and make telephone payments, as they have been throughout the pandemic.

The appointment only service will be reviewed in line with updated Covid-19 guidance and Councillors will be advised in advance of any further changes to customer service delivery.

Distribution List: 
All Elected Members Corporate Management Team Executive Officers HSCP Management Team Corporate Communications