The plans are for four drive-thru lanes, one for a kiosk and two with pneumatic tubes. What is the daily average now of customers using the drive-thru lanes for payments (number) and other customer needs (number)? What was the daily average pre-COVID closing of the office of customers using the drive-through lanes for payments (number) and other customer needs (number)?
How many currently work the Drive-Thru teller area now, and how many are planned for the future to take care of three lanes and one kiosk? What is the daily average pre-COVID of customers coming in to pay by credit or debit card to justify an outside lane with a credit card kiosk?
What is the average time currently spent to help Customers in each of the following: set up and terminate water services, submit documentation, and get assistance with account questions and concerns?
In general, and especially since the outbreak of coronavirus, the number of customers utilizing our drive-through has continued to increase significantly. We expect this trend to continue. Even as state restrictions begin to ease, we still expect many customers to practice social distancing.
Our current drive-through only allows for one customer to be served at a time. This leaves customers waiting in lines during multiple periods of the day, sometimes stretching out to the street. To deal with this new way of life and planning ahead, given the district's unprecedented growth, the new facility is designed to serve multiple customers at once.
The number of employees working the drive-thru lanes will vary depending on a number of factors, but the drive-thrus will be operational at all times (M-F, 8 am-5 pm).
The drive-thru lanes will not only accept bill payment, but process new applications, terminate service, take customer service calls, address customer service requests, accept new development documents, plans, and applications, and answer customer questions.
The kiosk lane is for self-service, so customers can make credit/debit card payments without entering the facility and allowing customers to make payments after-hours. GVSUD does not directly handle credit card or debit card payments for our customer's safety and security. This kiosk gives them the option to safely and securely make payment via card if that is their preferred payment method.
Throughout the facility concept, planning and design, there has been consistent utilization of staff, management, board, customer, and architect input. Including but not limited to those derived from their experiences, observations, conversations, business logic, measurements, conclusions, and common sense. This may also include the same from other facilities that have similar and different requirements.
In particular, the architect has designed several facilities in the area with many similar requirements and possesses a wealth of knowledge directly pertinent to this facility. All of this must be placed into the context of providing the infrastructure and capabilities for this facility to address the organization's needs and expansion for the next 40 years.