City to make changes to Hopetoun Street Customer Service Centre

The City of Greater Bendigo Customer Service Centre at 15 Hopetoun Street, Bendigo will temporarily close for renovations from Monday November 4 – Friday December 6.

Customers with any Planning, Building, Safe and Healthy Environments (septic tanks, parking, animal registration, local law permit, food safety, business registration etc.) or Engineering enquiries can visit the City’s main Lyttleton Terrace Customer Service Centre during this time.

On Monday December 9, the Hopetoun Street office will re-open to customers and the City’s main Lyttleton Terrace Customer Service Centre will close permanently.

After this time all customer enquiries, including general enquiries to pay bills or enquire about other services, will be managed from Hopetoun Street.

Director Corporate Performance Andrew Cooney said the renovations to Hopetoun Street would deliver an improved customer experience.

“The works focus on modernising the way we assist our customers and helping them understand about the many ways they can do business with us,” Mr Cooney said.

“We are installing some self-help kiosks that will provide access to our website. Staff will be available to help customers navigate the site and manage their enquiry online, where possible, as well as providing the traditional over-the-counter service.

“Small cubicles and meeting rooms will also be set up to facilitate customer meetings with staff.

“Our entire Customer Service team will also move from Lyttleton Terrace to Hopetoun Street, so the renovations include making space for approximately 15 staff who sit in our call centre, along with three to four customer-facing staff who will sit on the Customer Service desk. 

“We are seeking to provide a similar experience that we now find when we do business with banks or government agencies such as Medicare, which focuses on providing streamlined customer service that aims to reduce wait times.”

These works are part of the City’s preparations for the Bendigo GovHub project, which will be developed on the site of the City’s main office on Lyttleton Terrace.

The Hopetoun Street Customer Service Centre will be the City’s only Customer Service Centre in central Bendigo while the GovHub is being built, which is expected to start in mid-2020 and be completed in late 2022. For more information, visit www.bendigo.vic.gov.au/govhub