Source: Auckland Council
The incorporation of Auckland Council’s last six service centres into community hubs is rolling out, bringing a successful integration programme to an end and boosting service options for Aucklanders.
Over the past few years, we have seen a significant change in the way our customers interact with Auckland Council and our services.
More and more people are choosing to engage with us digitally through our online services, which means we’re seeing less in-person demand at our existing service centres.
To respond to the changing needs, the council has been on a four-year journey to create a more sustainable model of service delivery.
A work programme was started in 2020 that saw 18 of our 24 service centres across Auckland successfully integrated into community hubs at Auckland Libraries.
Improved convenience and increased hours of access
“The integration of service centres into community hubs means people can come together in one place to interact, socialise, and access all the services they need, including free WiFi and computer access,” says Mirla Edmundson, Auckland Council’s General Manager of Connected Communities.
“For customers, this makes it more convenient for them as they will be able to do things like borrow books, pay their rates and get support around using our online services all in one place.
“Customers will also benefit from longer opening hours as library hours are often longer than service centre opening hours and many open on weekends.
“No council services are being stopped but rather, the location of where those services can be accessed is changing – from a stand-alone service centre to a community hub within a library.
“By integrating more of our services, we are creating a more seamless and connected customer experience – for both those who prefer online services and those who still wish to interact with us face-to-face or pay for their council services in person.”
Further integration of service centres into community hubs
The Annual Budget 2023/2024 consultation document detailed further integration of service centres as part of the council’s cost reductions that are underway to mitigate budget challenges and improve efficiencies.
Following consultation with staff this month on the change proposal for the six remaining service centres, the council has made a decision to integrate Ōrewa, Warkworth, Bledisloe House, Waiheke, Henderson and Manukau service centres into respective community hubs, to be located within the local library.
“As the needs and preferences of our customers change, the way we deliver our services needs to change too,” says Jon Andrews, Auckland Council’s General Manager of Digital and Customer Services.
“Customers are increasingly expecting services to be delivered quickly and efficiently, and we want to make sure no matter what their preferred channel is – whether that’s face-to-face support from our staff or our online services – we are delivering a positive customer experience that meets them where they are.”
Timeline of changes
Friday 30 June
Ōrewa, Warkworth, Bledisloe House and Waiheke service centres will close and customer services will be transferred to the Ōrewa Library, Warkworth Library, Central City Library and Waiheke Library, respectively.
Friday 29 September
The Henderson and Manukau service centres will close and customer services will be transferred to Waitākere Central Library (Henderson) and Manukau Library, respectively.
Other ways to access Auckland Council services
Other ways you can access services offered by Auckland Council include:
