F2F Service Centres in Kent

Programme Director Tanya Oliver
says: “The Gateway programme began as a face-to-face offer in high street or town centre locations, removing the stigma of reaching sometimes sensitive services by creating a retail brand.

Customers walk into a Gateway to use free internet, access housing benefits or advice services, or to ask for recycling information – it is all under one roof.”

“There are now seven Gateways open and two Mobile Gateways (offering services to more hard to reach urban and rural communities). Feedback from customers has been overwhelmingly positive, with independent satisfaction rates of 97 per cent and 99 per cent. Kent CC is now transferring these principles to telephone and web.”

IIZUKA supplies the F2F customer services software solution to 4 Gateways initially replacing the queue management and appointment system.

It is understood that during 2011 Kent CC plan to use  a single shared service for all Gateways to generate high quality management data across the entire project.