Gateway concept

Gateway draws selected retail concepts into its vision for improving access to public services.

Today's innovative retail spaces deliver both an holistic customer experience and community ethos, not simply measured by 'consumer choice' or 'sales'. We aim to make Gateway a model that delivers public services, alongside any other transactions customers may wish to make.

Gateway experience

• Easy access
  Gateway served 22,000 customers and attracted 35,000 visitors in year 1.
• Customer experience
  Attractive, relaxed environment, fluid meet and greet and problem-solving ethos has earned 100% customer satisfaction and a reputation for 'not being labelled'.
• New audiences
  Via free Internet. Individuals that the government would not regularly 'see'.
• Brand
  58% of visitors know Gateway by word-of-mouth or by passing by; 72% are repeat.
• Cross agency
  The service mix offers convenient, multiple transactions in a single journey. Those with complex needs are served faster, better and more efficiently.
• Scalable
  The planned 15 openings over five years could make this the common front of house for government
  and third sector.
• Open every day
  Currently open six days a week, with trials for late evenings and Sundays.

Gateway environment

The Gateway environment is light and informal with a warm, welcoming colour scheme. The brand identity is carried into the finishes, creating a high quality, durable and fit for purpose environment. The elements of the brand are transferable and scalable. They can be carried into larger operational sites or tailored to suit a mobile service. Its neutrality is part of its attraction to partners but most importantly to service users.

Retail concept

Specific retail concepts have helped to form the Gateway strategy.

• Bank branches are investing over £100 million each in branch refurbishment over the next five years. Despite the rise of e-channels, 55% of UK consumers and 86% of US consumers visit a bank branch
  every month. According to a 2004 study, US banks with multiple branches offset higher cost through higher performance - converting 34% of routine traffic into non interest service referrals. They had 4.5% higher efficiency ratios (cost to generate a $ of revenue).
• Asda spends £4 million on various social schemes and each store allocates 80 hours staff time to community projects. Bluewater invests in waste management, has an ambulance base, the Learning Shop and is keen to house a flagship Gateway.
• Discovery Channel Store in Washington DC creates a powerful social and educational experience. This 'social retail' revolution has breathed new life into museums making them accessible to wider communities around the world.
• Boots offers hearing care service advisors and baby and child care advisors.