2022-02-08 Services & Organisation Committee Meeting Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA   8 FEBRUARY 2022




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SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                          8 FEBRUARY 2022

   |          System Upgrades and Opportunities:
              A continued focus is on working with ICT and business units to ensure both the customer
              facing request portal and the internal request creation system are user friendly. and making
              both interfaces streamlined while still capturing the necessary details without duplication or
              the need for unnecessary follow-up calls to customers.
              Snap Send Solve (SSS) provides the community and Council a mobile app for lodgment of
              requests. SSS have been working in conjunction with Technology’ to integrate the two
              systems, allowing for a better response to the customer using the app and a direct link into
              the request system. It is expected that this will become live in Q2 of 2022.
              Call Centre Operations
              The call centre handled 52.056 calls, 4,527 emails and 3,202 chats this year. These were all
              managed via GenesysCloud which is the Customer Service telephony system used to handle
              incoming calls, online chats and Snap Send Solve emails. The system allows for configuration of
              the IVR (interactive voice response) queues, Customer Service rosters, as well as branch and
              agent performance. The Customer Service team has been using this software since December
              2016. Enhancements and updates continue to be rolled out allowing for improved opportunities
              in the future.

              This year a priority queue was created, and a unique number was supplied to police
              communications and emergency services agencies, this has allowed these agencies to bypass
              potential long wait times in queue during business hours.

              Online chats have continued to be a popular interaction method for the community; however,
              these are significantly slower for agents to handle with an AHT of 9min 29sec per interaction.
              The higher AHT for chats is mostly lead by delay in response from customers, with customers
              often taking a long time to respond to agent questions. Further work and analysis around
              resourcing this interaction stream will be done in the future.

              GenesysCloud has allowed the customer service branch to transition to WFH seamlessly given
              the system is cloud-based agents have had no issue supporting the community during disaster
              events and COVID lockdowns while maintaining their own personal health and safety. The
              system allows for call recording which will allow for great supervisor training and development
              opportunities, the functionality of this and governance requirements will be investigated in 2022.

              Calls and Chats have reduced this year compared to 2020, while email contact has increased.
              This is a result of the Customer Service counter remaining open in 2021 as opposed to 2020
              where the counter closed for just over 2 months causing a displacement of face-to-face
              interactions to call and chat resulted, for email interactions a greater effort in promoting Snap
              Send Solve this year has generated more interactions from this channel.

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