Supplementary written evidence submitted by Hannah Lister,

Visitor Assistant Supervisor (VA 07)

In addition to my answer of Question 97: ‘Can I ask Hannah whether there are any difficulties sometimes with the customers? Do you have any real difficulties or challenges?’

I feel the biggest challenge we face is when there is no access to Westminster Hall for guests and pass-holders during a special event. Up to 700 people can be booked in for various other events scattered around the Palace at the same time and they still need to be met and welcomed.

The issue of delays at Cromwell Green security search has already been noted, along with the fact that some guests decide to leave or wait up to an hour to gain access to an event, which often means they arrive late. In addition to these frustrations, when there is no access to Westminster Hall; each guest must be personally escorted to their destination. This can take a long time when there are many visitors. To speed up this process we take groups of up to 20 at a time. (20 is the maximum number to ensure adequate levels of security supervision.)

This scenario predominantly occurs during evenings when there are less staff present. (generally one Supervisor and four VAs; two on the pavement outside St. Stephens’ Entrance and two by the entrance to Westminster Hall.) As event organisers are not always aware of the restricted access to the Hall, they rarely come to meet their guest’s, which tends to compound the problem.

As the face of Parliament we are the first point of contact for visitors and therefore VAs and Supervisors are usually the people that are approached to manage complaints. Our customer service skills are excellent which can help dissolve frustrations, however; unless remedial action is taken, we run the risk of reducing our potential to develop future custom.

To resolve this situation, I believe we should have a limit on how many guests can be invited to such events through the Cromwell Green entrance at the same time. This would require a bicameral booking system that lets pass holders see all events that are scheduled that day and prohibits any further bookings once the predetermined ceiling has been reached.

If this were feasible, I believe it would be of great advantage to hosts, guests and staff involved.

Another area of concern is the lack of communication with regards to works affecting areas of the Palace which are in use during tour times and the opening of the Public Gallery. This can restrict access to these areas and in some cases have serious health and safety implications. The solution would be for all departments to ensure that Visitor Services are made aware of issues affecting access and the Visitor Route. In turn, tours can sometimes be re-scheduled around such events to ensure we maintain high standards of customer care.

We pride ourselves in branching out into other departments to help assist with tours, talks and various projects. Visitor Services always remain flexible and accommodating with regards to last minute changes. However, I feel that the issues mentioned above could be greatly improved by considering the proposed solutions.

This would ensure higher customer satisfaction and enhance Parliament’s reputation as a professional, organised and safe environment to visit.

December 2011