What’s Happening?
Redland City Council is trialling a new concierge service at the Cleveland Customer Service Centre to help residents manage Council enquiries more conveniently.
The dedicated concierge greets visitors as they enter the centre, providing assistance with forms, online and digital tools, and certain Council matters that can be handled on the spot.
Acting Mayor Julie Talty said the initiative was designed to help residents manage Council business more efficiently, particularly those with limited time.
Why It Matters
The trial aims to reduce waiting times and queues by providing assistance before visitors reach the front counter.
It also encourages digital self-service, allowing residents to receive guidance on completing requests through Council’s online tools where appropriate.
Acting Mayor Talty said the model was intended to improve the experience for visitors.
“The aim of the model is to offer more convenience for visitors through reduced wait times, less queuing, and greater face-to-face connection with Council staff.”
Local Impact
Visitors whose enquiries require additional assistance are directed to counter staff, ensuring matters that cannot be resolved immediately can still be processed.
Division 2 Councillor Peter Mitchell explained how the arrangement works for transactions requiring counter service.
“Matters that can’t be addressed on the spot, such as cash payments, are triaged by the concierge for processing by a staff member behind the counter.”
By The Numbers
- Almost 40%: Customer queries managed directly by the concierge, according to early reporting in October.
- No additional costs: The trial uses existing Council staff and resources.
- Until Christmas: The limited trial is scheduled to continue through this period.
Zoom In
Council is rotating the concierge role among existing employees rather than bringing in additional staff.
Acting Mayor Talty said the arrangement would allow visitors to continue dealing with staff already working at the centre.
“The concierge role is being rotated among existing staff, so visitors will continue to see the same friendly faces when they drop in to the centre during the trial period.”
Zoom Out
Early reporting on the initiative has been encouraging, with Councillor Mitchell describing the initial results and feedback as positive.
The trial has also provided staff with additional opportunities to interact directly with community members.
“Staff have also remarked that they are enjoying the extra face-to-face contact with members of the community.”
What To Look For Next?
Redland City Council is continuing the limited concierge trial using its existing staff and resources.
The Council has reported positive early results and feedback as the initiative progresses.
