blog.gov.je
Since the Government of Jersey Customer Hub opened its doors at Union Street, the Welcome Hosts have been doing much more than greeting visitors – they’ve been listening, learning, and leading change. Through exit surveys and daily interactions, they’ve gathered valuable feedback from customers and used it to drive improvements across the building.
One of the key strengths of the team has been their ability to spot patterns and act quickly. Whether it’s a question about navigating the space or accessing services, the Welcome Hosts have consistently escalated feedback to the right teams and advocated for practical solutions. Their responsiveness has helped shape a more intuitive and user-friendly environment for everyone.
A great example of this is how they’ve worked with the Facilities Team team to improve wayfinding throughout the public areas of the building. From clearer signage to better visibility of key amenities, these small but thoughtful adjustments have made a noticeable difference to the customer experience. Regular visitors have already commented on how much easier it is to move through the space and find what they need.
The move to Union Street didn’t just provide a new building it marked a fresh start in how the Welcome Hosts carry out their role. One of the most impactful changes has been the switch from laptops to tablets. This has improved the flow of people entering the building and made it easier to assist customers with online forms and digital services.
The scope of the Welcome Hosts’ role has also expanded. While they previously focused on Social Security and personal tax queries at La Motte Street, they now serve as the central touchpoint for all departments in Union Street.
Nine government buildings were vacated because of the move. Consolidating the office estate allows more cost-effective use of accommodation and the disposal and release of sites for redevelopment for alternative uses, including housing. The Welcome Hosts needed to familiarise themselves with other departments from the Government of Jersey who are now situated in Union Street.
The move to Union Street didn’t just provide a new building it marked a fresh start in how the Welcome Hosts carry out their role. One of the most impactful changes has been the switch from laptops to tablets. This has improved the flow of people entering the building and made it easier to assist customers with online forms and digital services.
During the busy tax filing period in July, this flexibility proved invaluable. After helping customers register for digital recognition via Yoti or JerseyMe, many stayed to complete their returns using the two-person pods. The demand was high, and the pods were consistently full. In response to feedback, frosted glass was added to provide privacy for those completing confidential documents – another example of how customer insight leads to meaningful change.
The pods have also become a useful resource for departments that don’t maintain a full-time presence on the ground floor. Thanks to an open Teams chat, Welcome Hosts can coordinate with departments like Building Control and the Business Hub, allowing them to use the pods for customer appointments when needed. It’s a smart, flexible solution that keeps services accessible without requiring permanent staffing.
To further enhance the customer experience, the number of public phones has been increased from two to four. If a customer has a ticket and expects a wait of more than 10 minutes, they can use the time to call back-office staff and resolve any queries that don’t require face-to-face interaction. It’s a simple change that helps make waiting time more productive.
Their visibility and versatility have made them key ambassadors of the Government of Jersey’s “Better Together” value – solving problems on the spot and guiding the journeys of both staff and visitors through the building.
To stay ahead of the curve, the team holds daily and weekly briefings to prepare for anything out of the ordinary – whether it’s the rush before tax return deadline day or a VIP visit. These sessions ensure everyone is aligned and ready to deliver a smooth, professional experience.
And it’s busy. In the first two quarters of 2025 alone, a total of 42,904 queue management tickets were issued – and you can probably double that figure when you include people attending for pre-arranged meetings and walk-in queries resolved directly by the Welcome Hosts. Continuous improvements are in progress, from clearer signage for toilets to more computers for online form completion.
The customer feedback is clear: the move to Union Street has improved how people interact with government services and at the heart of it all are the Welcome Hosts – listening, acting, and making a real difference.
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