2020-05-12 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                               12 MAY 2020


BRANCH ACTIVITIES                     RECENT ACHIEVEMENTS                               CURRENT PRIORITIES                              THE NEXT QUARTER
Service Review                           Combined Service Meetings implemented            Combined Service Meetings ongoing,           Development of progression
                                           with Meetings occurring between customer           additional meetings on hold due to             opportunities within the branch.
                                           service and - Asset and IS - ICT – Local           COVID-19 between customer service
                                           Laws – Civil Ops – Waste and Health.               and - Building and Plumbing,
                                         Templates improved within Purecloud.               Property
                                         Process mapping of request online services       Develop NPS and Customer Service
                                           undertaken as part of the Noosability              Satisfaction surveys.
                                           project.
New phone call system incl. On line      License upgrade to Purecloud 3.                  Investigate post call survey options         Look for opportunities to
Chat and Snap Send Solve requests.                                                            including as part of email replies.            implement SMS interactions.
                                                                                            Implement Skype for Business                 Implement training and
                                                                                              integration to Purecloud.                      Purecloud rostering.
Customer Service Charter and review      Charter reviewed by stakeholders and             No further action required at this time      No further action required at this
of the management of customer              posted on councils website.                                                                       time
requests.
Business as Usual activities             Continue to foster and grown the combined        Peak period due to rates and school          Plan reintroduction to office and
                                           service meetings between customer                  holidays.                                      prepare to handle potential influx
                                           service and many of councils other               Prepare roster and plan to help test           of face to face when office
                                           branches.                                          and implement Noosability request              reopens.
                                         Prepared flag protocol policy for council          system.
                                           approval.                                        Manage roster during current periods.




                                                                                             Page 104 of 119