Over the last three years, we have seen a significant change in the way our customers interact with Auckland Council and our services.
Since the beginning of the COVID-19 pandemic, more and more people are choosing to use our online services, which means less in-person demand at many of our existing service centres within our local board offices.
As these changes have become more apparent, the council has been looking for ways to create a more seamless and connected customer experience – both for those who use the online tools and for those who still wish to interact with us face-to-face.
As part of this work programme, the council has made the decision to move away from having stand-alone service centres in our local board offices and are instead moving towards a more integrated approach by leveraging off some of our libraries to create community hubs.
Auckland Council’s General Manager Digital and Customer Services, Jon Andrews, says the move will make it easier for customers to have all of their enquiries dealt with in one go at integrated hubs in Takapuna, Pukekohe, Papakura, Kumeū and Helensville libraries.
“We know that Aucklanders love their local libraries, and services there continue to be in demand. Unfortunately, the same cannot be said for our service centres that are currently located in some of our local board offices, where it is not unusual for our customer service staff to deal with only one or two queries a day.
“Not only is this unsustainable, but also does not lead to a great customer experience or create a healthy work environment for our staff.
“By integrating these services where it makes sense, as well as encouraging customers to use our online services, we’ll be reducing duplication and creating new efficiencies. Our customers will be able to do things like make appointments with advisors, pay their rates, get support around using our online services and use our traditional library services all in one place.
“This isn’t about taking customer services out of the community; it is about being more visible and easily accessible - local customer service will always be a priority for us.”
Timeline for changes
Friday 4 June
Customer service desks will close at the Albert-Eden, Ōrākei, Manurewa, Māngere-Ōtāhuhu, Howick, Waitākere Ranges, Whau and Maungakiekie-Tāmaki Local Board offices.
Monday 14 June
The Papakura service centre will be closed, and customer services will be transferred to Papakura Sir Edmund Hillary Library
Monday 21 June
The Huapai service centre will be closed, and customer services will be transferred to Kumeū Library.
Monday 28 June
Customer services will be transferred to Helensville Library.
The integrated services at Pukekohe and Takapuna have been in place since late last year, and we’ve had great feedback from both customers and staff.
Other ways to access Auckland Council services
There are plenty of other ways you can access services offered by Auckland Council. You can pay online, phone, our contact centre or visit your local post shop.
You can also still pay in person at any of our main service centres.
If you wish to meet with your elected representative, please contact your local board office.
- Visit us online at aucklandcouncil.govt.nz
- Call us at our 24-hour contact centre on 09 301 0101
See the videos below for more and translated information:
