Every four months we ask Gateway customers what you think of the service you receive and for any new ideas or suggestions to help improve your experience here.

Here are some of the suggestions that you have requested that we have actioned for you....

You said you wanted smaller queues and quicker service

We did..

• Staff on reception now trained to serve all customers, whether for library or council services
• Installed two self serve computers so you can access some of our services online for example:
• Planning, Payments, Choice based letting and other council information
• The Gateway Stewards can advise you how to access services, which may avoid the need to queue
• 58% reduction in waiting times
• Average wait is now 5 minutes
• Staff are serving more customers and spending longer with them
• Average transaction time has increased to 10 minutes.

You said you wanted to know more about other services available in the Gateway

We did..

• Installed two poster boards in the waiting area to promote the different services, advice and activities available for customers
• Information is now displayed on the plasma screen and will soon be available on all queue information screens

• Flyers have been produced to promote the Gateway services, and have now been distributed in local public places.

You said you wanted a better selection of books and CD’s.

We did...

• Increased the shelving which has allowed for more books and DVD’s to be available in the Gateway.

You said there should be a clock in the Gateway visible to customers

We did..

• There are now five clocks in the Gateway

Gateway Services

08458 247 202

(24hr Telephone Line)

Thanet District Council Customer Services

E-mail:

customer.services

@thanet.gov.uk

Tel: 01843 577000