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

   |          Counter Operations

              Face to Face counter operations, which includes all aspects of the Customer Service phone
              position as well as processing of payments, lodgment of applications and all cash handling
              process has increased this year by over 3,000 interactions. This is a direct result of the counter
              being open for all of 2021 and without any extended COVID lockdowns which were
              experienced in the year before.

                                                  Face to Face
                                                   m2021 m 2020

                                                                                      10956
                     F2F
                                                                      7920

              The Customer Service counter was relocated to the planning counter in June 2020 but due to
              security and OH&S risks the counter operation was relocated back to the original location
              once Perspex health screens were installed. This has reduced the concerns and risks identified
              at the planning counter, however, does create some confusion for customers entering the
              building on level 2 with an empty desk in front of them. The level 3 reception area has been
              converted to a foyer area with customer entry being via the level 2 entrance.
              Customer Service staff have seen an increase in enquiries relating to COVID vaccination and
              testing locations and clarity around mask wearing requirements.

              Staff Training and Development
              The Customer Service branch currently consists of 9.01 FTE which includes a large casual pool
              of Customer Service Officers. The branch has had a number of staff seconded or successful in
              their applications to other areas of council. This leads to the use of the casual pool to fill gaps
              in the establishment for short to medium periods of time until positions are backfilled or
              recruited for either internally or externally. As a result a higher than budgeted spend on casual
              wages occurs.

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