2022-02-08 Services & Organisation Committee Meeting Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA   8 FEBRUARY 2022




                                                     Page 57 of 71

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                           8 FEBRUARY 2022

    |            e¢  Council implemented CiA request module which has a better online customer facing
                     portal which has driven an increase in the number of online requests being generated.
                     However, from an internal aspect the CiA request system has had issues both in
     |               performance and usability which has resulted in an increase in agent AHT and
                     impacted the branch GOS targets.
                 e   The abandoned rate of 6% has improved by 1% year on year which can be aligned to
                     the consistent great results of the branches ASA.
                 e   The first call resolution is a new metric only recorded this year but indicates the
                     customer service teams’ ability to answer a customer's enquiry without raising a
                     request or transferring the call to another business unit. This has in turn added more
                     pressure on the Customer Service Liaison Officer to ensure the knowledge base system
                     (iP@N) is kept up to date and is why there has been an increase of 923 updates to
                     articles this year.
                 e   AHT has increased significantly not only due to the change of the request system but
                     also due to a number of new customer service officers being recruited and upskilled
                     to counter. Inexperienced staff take at least 6 months to become competent on the
                     phones and are often significantly slower than more experienced members of the
                     team. Additionally the increase in requests being lodged will increase the AHT as these
                     are timelier than general enquiries.

              Customer Requests

              There was a total of 25,370 requests created in 2021 for the whole of council with 17,807 (70%)
              being created by the Customer Service branch.
              The top ten requests raised for business units:
                 1.  Waste Services: 5,296
                 2.  Local Laws: 3,990
                 3.  Parks: 3,518
                 4.  Civil Operations: 2,420
                 5.  Infrastructure Services: 2,283
                 6.  Building: 2,138
                 7.  Environmental Health: 1,228
                 8.  Planning: 723
                 9.  Plumbing Services: 707
                 10. Natural Areas: 437
              Focus on request quality:
              Customer Service staff continue to work closely with council's business units in relation to
              requests created for their specific areas. By focusing on keeping an up-to-date knowledge
              base system as well as training and quality assurance of requests entered, we have reduced the
              number of request created to the incorrect areas and/or lacking in sufficient detail for business
              units to action requests in a timely manner. With this collaboration between business units and
              the Customer Service team we aim to improve the customer experience and deliver accurate
              information in a timely manner at the first point wherever possible.
                                                                                                         4

                                                                                               Page 57 of 71