Update on John Muir House SPOC and new Collaborative Hub
Preparations are continuing to be made for the introduction of a new ‘Single Point of Contact’ (SPOC) at John Muir House.
Later this Spring, the counter at the Court Street entrance – which handles customer payments and other enquiries - will close to the public. The main reception on Brewery Park will then become the SPOC for all customers and visitors to John Muir House.
Plans are also being made for the relocation of Haddington Police Station to the former Sheriff Court building in 2020. The Court Street entrance will be used to access reception for the police station. A new Collaborative Hub will also be developed within JMH enabling relevant council staff to work alongside colleagues from the police, fire service and other partners.
Joined-up service
“We want to provide the best possible, joined-up service to our customers. The SPOC will be a one-stop shop for people coming to see the council at John Muir House,” explains Eileen Morrison, Service Manager for Customer Services.
“Whether someone is coming in about a planning application, housing or welfare issue, to pay a bill or attend a meeting with colleagues, they will be greeted in one place by Customer Services staff. It will be a smarter and more efficient way of working, as our team will no longer have to work across two counters in the same building.”
Ahead of the SPOC’s opening, some work in and around the current reception area is due to get underway in February.
The layout will be revised to include new spaces and some rooms for council employees to meet and greet customers. This area will include the space behind the front counter (the old planning reception) and extend slightly into the adjacent corridor. The new rooms will be managed by Customer Services staff so won’t be on the booking system.
Anyone meeting a visitor in the reception area will need to advise Customer Services in advance who can ensure there’s a suitable place to meet. There will be additional waiting space for customers calling in without an appointment.
The John Muir House SPOC is part of wider work to make it easier for customers to access council services.
For example, there are a number of digital transformation projects which will enable people to do more online, help the council become even more efficient and focus on delivering frontline services. This includes the new-look website, development of online payments and the introduction of a new on-line Customer Services Platform. It’s also beneficial for customers – meaning they can interact with the council at a time and place of their own choosing.
Partnership working
In 2020, the Court Street counter will become reception for Haddington Police Station, which is due to move into the adjacent former Sheriff Court. There is no impact on the existing marriage rooms.
“This presents an opportunity to enable ‘smarter’ and more integrated ways of working between the council, the police and other partners to support the prevention agenda, to make a positive impact on as broad a range of outcomes as possible and further enhance public service delivery,” explains Tom Reid, Head of Infrastructure.
“That’s why we’re planning to create the new Collaborative Hub which will be an area for relevant council staff to work more closely with colleagues from the police, fire service and other partners on shared priorities. It will include, for example, the Scottish Fire & Rescue Scotland Local Area Liaison Officers and the council’s Safer Communities Team. Work is underway to identify the services that will be based in our use the drop-in/hotdesk facilities in the new Hub.
A project team is in place and a decision will be made on the exact location and occupants of the Collaborative Hub. Look out for more updates in the months ahead!