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La Motte Street transformed into customer service hub

La Motte Street transformed into customer service hub

Monday 24 September 2018

La Motte Street transformed into customer service hub

Monday 24 September 2018


Islanders currently make 200,000 visits to government offices each year – and now those visits are all set to take place in the same place.

Former Social Security building La Motte Street is to become the ‘Customer and Local Services Department.'

The change, which will begin next month, won’t be complete until November, but islanders will notice the first part of the shake-up from today: new ‘Welcome Hosts’ at the premises. 

Nicknamed “one front door”, the move is intended to a single space for islanders to undertake all face-to-face interactions with government, ranging from planning and passport applications, to income support and income tax help.

It is expected to cut out the need to visit separate buildings, such as Cyril Le Marquand House for tax matters, South Hill for planning queries or Maritime House for passport applications. 

Government officials said the idea came in direct response to feedback from Jersey residents in a 1,000-response-strong island-wide survey. In it, 84% of islanders said that government services should be delivered from one place. 

“We’ve listened to islanders, who’ve said they want more joined-up services and to be able to access them in one place, so that’s what we’re working towards,” Ian Burns, Director General for Customer and Local Services, commented.

He added that the mission to bring all “front desk services” together would be coupled with efforts to put more services online – something supported by 76% of islanders surveyed.

Assistant Chief Minister Constable Richard Buchanan added: “This move supports our aim to become a customer-focused organisation, working as one team to deliver quality, modern public services that provide value for money. Providing ‘one front door’ will help to integrate the delivery of our services, reduce duplication, promote collaboration and increase productivity.”

What services are moving? 

Taxes: General enquiries about tax

Treasury Cashiers: Licences (liquor and ice cream), lottery winnings, invoice payment including tax

Passports: New passport applications, legalisation of documents

Customs: Freight clearance, general enquiries about customs duties and GST/VED, classification of goods

Planning and building: General enquiries, application drop-offs, historic files access and viewing, location plans

When?

Today: A new layout will be unveiled at La Motte Street and 'Welcome Hosts' will be introduced to the premises

Monday 8 October: A new queue management system

Monday 22 October: Taxes helpdesk and Treasury Cashiers move from Cyril Le Marquand House

Monday 29 October: Customs and passports move from Maritime House

Monday 5 November: Planning and building control move from South Hill

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