Bass Coast,

Changes to customer and visitor information services

Changes to some of Bass Coast Shire Council’s Customer Service Centres and Visitor Information Centres (VIC) will come into effect as of 1 July 2016.

In Cowes and Inverloch, Customer Service Officers and Visitor Service Officers are moving to a new shared service model as part of Council’s ongoing commitment to a culture of continuous improvement and review of processes and practices to ensure services are efficient, relevant and meet the needs of our community

At Council’s Customer Service Centre in Cowes, Customer Services and Visitor Services will be integrated. Customer Service will now be offered at the Centre from 9.00am to 5.00pm from Monday to Friday; a change from the current opening time of 8.30am. Visitor Services will still be available from the Centre seven days a week.

Planning services also operate out of the Cowes Centre on Mondays and Tuesdays, with a Planning Officer available to lodge applications and answer any enquiries.

Customer Service at the Inverloch Community Hub, which is currently delivered through the Inverloch Library staff, will be merged with Hub Operations and Visitor Services and customer service transactions will now be processed at the VIC. Customer Services will now be offered by Council’s Visitor Services staff from 9.00am to 5.00pm from Monday to Friday.

The Hub Office is still separate and will now operate from 9.00am to 5.00pm from Monday to Friday. This is a change from 9.00am to 3.30pm from Tuesday to Saturday.

“These changes will not reduce the service in either of our Visitor Information Centres or Customer Service Centres in Cowes and Inverloch, but just allow them to operate more efficiently,” Council’s CEO, Paul Buckley PSM said.

“Our shared services model will allow staff to continue to deliver the same high quality of service to customers but also provide a learning and development opportunity to increase their knowledge base.”

Council has also resolved to temporarily continue providing Visitor Information services from the Wonthaggi VIC after 1 July 2016. The Centre will continue to operate with modified hours until a suitable tenant is found.

The Centre will open from 10.00am to 4.00pm from Tuesday to Friday staffed by volunteers, subject to their availability. Visitor Services staff will open the VIC on weekends from 10.00am to 3.00pm.

If you have any questions or would like more information about these changes, please contact Council on 1300 BCOAST (226 278) or (03) 5671 2211.