One Stop Service history

• launched in 1992 as part of the council's commitment to a 'customer first' approach to delivering services
• our aim is for all council enquiries to be dealt with from one focal point
• first 'flagship' office opened in the town hall providing face to face customer service to the public
• as a result of overwhelming demand for the service a rapid expansion programme took place, Wembley High Road (1993), Harlesden (1994), Kingsbury (1995), Willesden and Kilburn (1996)
• 1996 the call centre was set up due to increasing demand
• call centre expanded and incorporated the council's switchboard in 1998 and street care enquiry lines in 1999
• emails, online enquiries and written correspondence were added to the service in 2000
• 2003 revenue and benefits enquiry lines were added and in 2006 environmental health
• operating hours extended from 8am to 8pm after customer consultation and saturday mornings from 9am to 1pm in 2003
• other services include a Gujarati enquiry line to serve Gujarati speaking customers. Minicom for customers with hearing impairments and a Sign Video Call Centre link for BSL users in two local offices
• name changed to One Stop Service to reflect the range of customer access we support
• residents have access to freephones in local offices and free access to the telephone service from libraries. Also self-service computers and kiosks
• Brent is the most ethnically diverse borough in the country and the corporate and local equalities action plan determines and influences service delivery