2022-02-08 Services & Organisation Committee Meeting Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                  8 FEBRUARY 2022



6     CUSTOMER SERVICE OPERATIONAL REPORT 2021

Author            Customer Service Manager, Jason Pratt
                  Executive Services

Index             ECM/Subject/Customer Service

Attachments       1.    Customer Service Operational Report 2021


EXECUTIVE SUMMARY
The Customer Service Operational Report provided as Attachment 1 provides an overview of the
current performance of the Customer Service Branch, the challenges, and opportunities it faced,
highlights recent achievements, and provides an update on systems and projects. It aims to provide
Council with a deeper understanding of the Customer Service Branch, its Key Performance
Indicators and levels of services.
Highlights of the report include:
•     Achieving a number of KPIs including average speed of answer of 39 seconds (target being
      60 seconds) and first call resolution of 65% (target being >60%);
•     Recruitment and on boarding of 5 new customer service officers;
•     Improved knowledge management system (iP@N) processes and articles which has improved
      officers’ abilities to respond to customer enquiries accurately.
Some challenges noted within the report relate to the branch’s response to COVID, increased salary
costs and resourcing constraints, system challenges affecting the average handle time of calls and
the addition of communication channels such as online chat.

RECOMMENDATION
That Council note the report by the Customer Service Manager to the Services & Organisation
Committee Meeting dated 8 February 2022 providing an update on the activities of the Noosa
Customer Service Branch.

REPORT
The purpose of this report is to present the Noosa Customer Service Operational 2021 report which
provides an update and review of the activities of the Customer Service Branch for the 2021 calendar
year.
Listed within the report is statistical information relating to the volumes of interactions between the
community and the Customer Service team, the different contact methods used by the community
and comparisons to 2020 data. It also lists some of the success and challenges the team has faced
over the past year, and opportunities for improvement.
Highlights of the report include achieving a number of KPIs including average speed of answer of 39
seconds (target being 60 seconds) and first call resolution of 65% (target being >60%); recruitment
and on boarding of 5 new customer service officers; and improved knowledge management system
(iP@N) processes and articles which has improved officers’ abilities to respond to customer
enquiries accurately.
Some challenges noted within the report relate to the branch’s response to COVID, increased salary
costs and resourcing constraints, system challenges affecting the average handle time of calls and
the addition of communication channels such as online chat.
The report aims to present as a comprehensive annual report providing Council with a deeper
understanding of the Customer Service operation.


                                                                                      Page 50 of 71