Enhanced service at new headquarters

Customers to Waitakere City Council’s new headquarters can expect enhanced service when it opens its doors on Monday 24 July at 8am.

Having a true “one-stop-shop” operation for the first time, will mean that visitors can be rapidly directed to a point where their needs can be dealt with as conveniently as possible. This is aimed at reducing queuing time to an absolute minimum.

While straightforward transactions, such as receipt of payments and notifying staff of the arrival of visitors, will be handled by the counter staff. Visitors with more complex and time-consuming transactions will be directed to purpose-designed areas adjacent to the main counter.

Adjacent to the counter is a property information area where customers will be able to view pre-ordered property information and also gain access to drainage plans. Staff will be located in this area to assist with any enquiries.

In another area, there are eight interview booths where customers and staff can discuss complex transactions such as lodging building and planning consents.

In addition, a self-help kiosk just inside the main entrance doors will allow customers to access information via the council's website and related sites, and to view rates-related information.

At particularly busy times, such as when rates payments are due, queues may be split to ensure customers with appointments and general queries are still attended to quickly.

The customer focus continues outside the building, with parking times of 15, 30, 60 and 120 minutes - more flexible than the existing 10 and 60 minute designations at the current civic centre.

The council’s website www.waitakere.govt.nz will not change after the move, nor will the 24-hour, 7 day a week call centre 839 0400.

Once finished, the air bridge over the railway lines will provide a direct link from the centre of Henderson to the council’s customer service area.

Waitakere Central Civic Centre is the council’s new home in the heart of Henderson. It has an administration and civic building of approximately 12,000 square metres and houses over 670 staff. The site is just over one hectare and sits adjacent to A grade office space being developed by Waitakere Properties.

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