2022-02-08 Services & Organisation Committee Meeting Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA   8 FEBRUARY 2022




                                                     Page 54 of 71

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                         8 FEBRUARY 2022

           Executive Summary
           This report contains a summary of the Customer Service teams' operations for 2021.

           Customers engage with Council through a variety of channels. While many still contact Noosa Shire
           Council via traditional channels such as phone, email and in person, a growing number of people are
           now contacting Council via our online services including Online Chat, Online Requests and Snap Send
           Solve Mobile App.

           Several challenges faced the Customer Service (CS) branch over the last year, the impact of COVID-
           19 presents operational issues in management of office space as well as reacting to QLD Health
           directives such as, mandatory mask wearing requirements, check-in requirements and social
           distancing requirements. Staff attrition has also had a significant impact on achieving branch KPIs
           with five new customer service officers employed during this period. The additional resourcing
           required to recruit and onboard these staff has been significant, however, the new recruits’ speed to
           competency has been good and their integration into the team culture has been positive. System
           issues relating to slowness and connectivity as well as bugs and glitches with Technology One
           products have also affected speed of service.

           The following KPI's were met for the 2021:
               e  Average Speed of Answer (ASA) was 37 seconds (Target <60 seconds)
               e  Grade of Service (GOS) was 77% of calls being answered within 60 seconds (Target 80%)
               e  Abandoned (Abn) rate was 6% (Target 10%)
               e  First Call Resolution (FCR) was 66% (Target 60%)
               e  Average Handling Time (AHT) was 5min 43sec (Target 5min)

           The Customer Service team achieved their KPIs for ASA, Abn and FCR while missing out on GOS and
           AHT. The increase to AHT can be attributed to a number of factors including new staff and new system
           issues. While GOS target not being achieved due to a number of extreme contact peaks where staffing
           resources were not sufficient to meet these peaks, often due to short lead business activities from other
           branches within council.

                                                                                                        1

                                                                                             Page 54 of 71