London Borough of Hammersmith and Fulham

Every Council, including H&F, has a customer reception which covers all of the front-line services. Many Councils are moving away from having drop-in services, preferring to channel shift online.

However, this is not always possible for everyone. Some residents have a genuine inability to use or understand the online channel; while other Councils are politically inclined to keep their Town Hall as a hub for residents.

We want to look at the role of technology in a human centred reception. How can technology (such as interactive screens both on the walls and instead of computers, smart queuing system, etc) reduce the actual demand on the Council without removing the “human” part of a town hall.