Optimise Business First Point of Contact suite

Supporting local councils to develop a highly functioning and skilled business concierge service model, and effectively guide businesses through the right ‘front door’.

Details

Topic: Regulatory reform

Audience: Local government

Regulatory functions: Practice and processes, Skills and capability

Industry: All relevant industries

Document types: Form, Guide, Template

Author: Regulatory Reform

Date published: 5 October 2024

Business Friendly Councils – Optimise Business First Point of Contact suite - supports councils to develop a high functioning and skilled Business Concierge function (i.e. business permit support officer, business permit engagement officer, etc). This function can act as the first and best starting point for local businesses seeking advice on the permits and registrations they need to operate their business.

The suite includes these tools:

Business website landing page - provides guidance for councils including a page on their website that promotes the Business Concierge function and outlines key stages of the permit application process.

The Business Concierge function can save applicants time and money by:

overviewing the permit process
liaising with departments across councils for multi-permit applications
being a single point of contact for businesses.

Business permit navigation form – a checklist for applicants to provide information about their business.

This business information:

helps councils determine which permits the applicant needs
enables the Business Concierge function to contact the applicant to guide them through the application process.

Business concierge video guide – a production brief and script for a web video to promote council’s Business Concierge function.

How these tools can help

Councils can customise all of these templates to suit their individual circumstances, to support staff who help business applicants navigate the regulatory approvals process.

This suite of tools:

helps business customers use the council’s right ‘front door’
provides clear and useful information to guide them through their business permit application journey
embeds the Business Concierge function into council processes.

By applying these tools, your council can process enquiries more efficiently and improve the permit application experience for local business.

Support to apply these tools

Business Friendly Councils (BFC) initiative: read about how these products were developed and how your Council can get involved in BFC activities.
Contact the Department of Jobs, Skills, Industry and Regions, BFC team at regulationreform@ecodev.vic.gov.au to discuss your need or get help customising this template to your council’s requirements.