Working in collaboration with Islington Council, Studio TILT has delivered a new Customer Service Centre that has incorporated a shared vision of ideas from employees through to customers, in one central location. The modern and integrated environment has created a more cohesive and engaging experience for staff and customers while reducing annual costs and increasing effectiveness and wellbeing.
The brief was to design and deliver an efficient space for Islington Council to increase ROI, improve service delivery and transform the comfort of both employees and customers. The overall project incorporated service redesign, estate rationalisation and the creation of a modern, exciting and enabled destination for the 1,000 residents that come to the building every day.
The space brought together front-of-house services originally housed in three separate buildings, into a new 1,450 square metre Customer Centre on 222 Upper Street, London. Each building had its own reception, and each a different customer journey ranging from 4 to 7 touch points. Studio TILT created a single building, a single customer meet and greet, and a customer journey of just 4 touch points regardless of the query or need.
Throughout the project, over 200 members of staff were engaged. The approach afforded opportunities to flatten the top down structure of the organisation by creating a shared vision for the space. This was done by learning about what others do in contrasting departments, finding working synergies that create savings and expediencies and by understanding the compromises required to create an amazing space, fit for purpose, on budget, on time and kept open through the whole build period.
The flagship building initially had a congested entrance space, overflowing during some parts of the day, empty at others. The two other buildings had a mixture of cramped waiting, different procedures and confusing signage, creating a frustrating customer experience.
We have shifted the focus to a spatial flow that creates zones based on how long you will be in the building. From quick questions answered at the Host Desk, to meetings lasting up to an hour. So rather than defining the space through departmental breakdown or enquiry category, there are over 26 present here, one navigates through using action oriented signage based on an understanding of what you want to do and how long it will take.
The new Centre feels open and spacious despite accommodating a larger number of services and doubling the number of staff within the space. It has instilled a new sense of pride within the staff, increasing effectiveness and wellbeing. Overall the project serves as an exemplar of what can be achieved through a collaborative approach that considers systemic change and space as an enabler of culture.