2020-11-10 Services & Organisation Committee Agenda

 SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                        10 NOVEMBER 2020


BRANCH ACTIVITIES                     RECENT ACHIEVEMENTS                                 CURRENT PRIORITIES                           THE NEXT QUARTER
Customer Service
Recruitment and Training               All vacant CSO positions filled internally.       Training of CSO to upskill to counter      Recruitment of casual CSO in first
                                       Recent team training conducted with LGAQ.           position as required.                        quarter of 2021.
                                                                                           Development of CSTL relief officers.
Review of Branch Policies                Performance plan KPIs set.                        Update Customer Service Cash               Ensure new or changed council
                                         BCP reviewed with COIVD in mind.                    Handling Policy.                             policies are up to date on IP@N.
                                         Branch Plans set
                                         Risk register set
Continual CS intranet (iP@N)             Roll out open access IP@N pages to                Continue to review and update pages        Continue to add improvements to
improvements                               organisation.                                     Continue to update iP@N request              iP@N pages.
                                         Review Animal and Health pages and                  codes to match changing CiA request        Create more videos displaying
                                           generate quiz in preparation for disaster           system as the request types are still        procedures.
                                           period.                                             changing.                                  Re-Promote open access use to
                                                                                             Implement training videos on                 the org.
                                                                                               procedures into [email protected] Review                           Combined Service Meetings ongoing,                Investigate opportunities to improve       Improve performance recording
                                           additional meetings on hold due to COVID-           how customer services are delivered          and reporting.
                                           19.                                                 e.g. location of CS services and
                                                                                               analyzing request and call clusters.
New phone call system incl. On line      Implemented Skype integration into                Look for reporting improvements.           Investigate post call survey
Chat and Snap Send Solve requests.         Purecloud.                                                                                       options including as part of email
                                         Implemented rostering into Purecloud                                                             replies.
                                                                                                                                          Create training guides.
Customer Service Charter and review      Worked with Noosability team to identify          Continue to work with Noosability          Continue to work with the
of the management of customer              and resolve bugs and issues with CiA                team to identify and resolve bugs and        Noosability team to improve
requests.                                                                                      issues with CiA.                             internal functionality of CiA.
Business as Usual activities             Completed extended Rates period                   Training and development priority          Rates period 2021
                                         Completed Animal renewal period                   Preparation for Christmas period
                                         Staff departures and recruitment
                                           completed.
                                         Q1 Call statistics:
                                           Calls offered - 13,978 or average 212 calls
                                           per day.
                                           Average Speed of Answer - 39 secs
                                           Average Handle time - 5 mins 10 secs.



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