2018-02-06 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                                                                                        6 FEBRUARY 2018


BRANCH ACTIVITIES                         RECENT ACHIEVEMENTS                          CURRENT PRIORITIES                             THE NEXT QUARTER
                                             Queens Baton Relay progress.               Queens        Baton               Relay
                                             Successful Australia Day citizenship.        communications.
                                             Layout design of Active Sport and
                                               Rec Plan.
                                             40 media releases prepared (as
                                               listed   on   Council’s      website)
                                               compared to 49 in the previous
                                               quarter.
Customer Service
Recruitment and Training                     Training completed of staff required     Continual monitoring of casuals              Review training plan and gap
                                               for backfill role.                         performance.                                   analysis.
                                             2 Permanent Part Time roles filled.      Recruitment for new casuals to help          Recruit 1 PPT CSO pending staff
                                             Training plan for new staff created.       cover staff shortages in April.                movement.
                                             3 current staff trained on counter       Recruit 1 PFT position still vacant.         Plan cross department training for
                                               procedures and handling.                                                                  staff.
                                                                                                                                       Training via IP@N quiz.
Review of Polices within the branch          BCP reviewed.                              Cash handling procedures.                   Webchat procedures developed.
                                             Review of iP@N.                            Ongoing review of iP@N.                     Testing of BCP.
Continual    CS      intranet    (iP@n)      Open support ticket resolved for           Plan quiz schedule for coming year.         Review knowledge pages and
improvements                                   system      improvement     around         Review knowledge pages relating to            prepare changes for EOFY.
                                               reviewing pages.                             - Rates, Building Environmental            Review knowledge pages relating to
                                             Customer Service pages relating to           Health.                                       Environmental      Service    and
                                               T1 counter processes reviewed.                                                             Governance.
Service Review                               Service review of customer service         Finalisation of service review.              Implementation of actions from
                                               operations commenced.                                                                        service review.
New phone call system                        Improved messaging and call flow.          Review afterhours messaging after          Review system configuration and
                                                                                            recent changes with LL.                       impact to processes. Look for
                                                                                          Webchat, recent improvements have             improvements.
                                                                                            occurred to schedule functionality of
                                                                                            webchat. Implementing and testing
                                                                                            these with aim to publish and
                                                                                            implement ASAP.
Business as Usual activities                 Continue to promote Snap Send              Work with ICT to resolve web chat            Conduct a “Pulse” survey         of
                                               Solve app.                                   system issues.                                 customer service satisfaction.
                                             Continue to progress web chat
                                               functionality.

                                                                                                                                                             Page 48 of 144