2016-11-14 General Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                                                                                         8 NOVEMBER 2016


EXECUTIVE OFFICE

BRANCH ACTIVITIES                            RECENT ACHIEVEMENTS                            CURRENT PRIORITIES                          THE NEXT QUARTER
Sustainability Project Officer
Sustainability Project Officer                Assist in the collection of data for the     Beyond zero waste education and             Continued implementation of the
(note 50% allocated to sustainability, 50%      BZE carbon emissions review.                   strategy implementation.                      beyond zero waste strategy.
to waste)                                     Review      sustainability data        on
                                                council’s internet.
                                              Undertake      educational     activities
                                                associated with the Beyond Zero
                                                Waste campaign.

Customer Service
Recruitment and Training                        Increase services of CSOs by               Recruitment of a casual CSO for              Ongoing training of new systems
                                                  undertaking     training  in     JP          coverage of long service leave,                planned to be implemented by end
                                                  certification.                               annual leave and peak times which              Q2.
                                                Investigate work from home options           are forecast of Q3.                          Continued development of CSOs in
                                                  for CSOs in an emergency situation.        Completion of JP training                      all areas of the CS department.
                                                                                             Investigate capability of Council’s
                                                                                               systems to facilitate work from home.

Review of Polices within the branch             Approval of Customer Service BCP             Training CSO’s and relevant staff in      To test and evaluate the BCP
                                                                                                 the BCP and its application               Undertake a customer service pulse
                                                                                               Test the BCP and review                     check to identify improvement
                                                                                               Updating operational policies for           opportunities.
                                                                                                 ease of use by CSOs

Continual iP@n improvements                     Development of CS intranet site in           Finalise contract and web design          Ongoing updates of systems and
                                                  line with PMI adopted in 2016/17             Address training requirements               training of team around update
                                                  budget in partnership with ICT               Updating information with specific          process and use.
                                                Investigate suitable providers for the         business units requiring urgent
                                                  new website.                                   attention.

New contact centre call system                  In partnership with ICT, research            Evaluation    of    systems     and       Finalise   contract   and   implement
                                                  suitable systems and obtain quotes.            quotations.                                 system.




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