2026 Budget Service Level Catalogues

 SERVICE AREA – CUSTOMER SERVICE

 Summary

Objective: Provide excellent customer service in accordance with Council’s Customer Service Charter by responding
to customer enquiries and requests in a friendly and efficient manner, providing relevant and timely information, advice
and assistance about council services and processes.

Activities: The activities include customer interaction services (phone, webchat, face to face, online), capture &
distribution of requests for service to responsible areas, loading of applications submitted in person, cashiering including
receipting of payments and transactional interactions, managing and updating councils information processes and
procedures, Supporting the LDMG & LDCC during disaster events.

 Delivery Framework              Details
 Corporate Plan Theme            Excellence
 Responsibility                  Customer Service
 (Branch Level)
 Legislative Responsibility      Nil
 Service Delivery Model          Service is provided in-house.


 Service Inputs                       Details
 (Resources to Deliver Service)
 Physical Assets/Infrastructure       -
 Software & Systems                   TechnologyOne ERP’s (CiA, Ci and intramaps)
                                      Livepro (iP@N knowledge management system)
                                      GenesysCloud (omni-channel contact system)
 Budget Cost Centres                  Customer Services & Information (1003)
 FTE                                  9.2
 Other Key Metrics                    Phone interactions
                                      Online webchat interactions
                                      Email interactions
                                      Face to face interactions
                                      Receipts Processed
                                      Applications Processed
                                      Requests lodged CS


 Service Outputs - Performance Measures
 Type                       Measure                              Target                 Methodology / Calculation
 Efficiency                 Cost per Property                    $59                    1308674 / 21874 (expense
                                                                                        budget / properties)


                                 Cost per Interaction            $18                    1308674 / 72489 (expense
                                                                                        budget / total interactions)
 Effectiveness                   Grade of service % of calls     80% of calls/ online   Benchmark: Other LGAs
                                 answered within a desired       chats answered         (including Gympie, SCC,
                                 timeframe.                      within 60 seconds      Toowoomba, Maranoa)
                                 % of calls and chats            <10%
                                 abandoned
                                 Average seconds of wait         <60 seconds
                                 time in the phone queue
                                 (ASA)
                                 Average handle time of          6min call time.
                                 calls and chats (AHT)           9min chat time
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