2018-11-06 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                                                                                      6 NOVEMBER 2018


BRANCH ACTIVITIES                          RECENT ACHIEVEMENTS                        CURRENT PRIORITIES                            THE NEXT QUARTER
                                                                                                                                       Citizen Ceremony 30 October.
                                                                                                                                       Disaster Management / LDMG
                                                                                                                                         comms. support.
                                                                                                                                       Economic Development Grant round
                                                                                                                                         and overarching comms. support.


Customer Service
Recruitment and Training                      Refresh training completed of new        Recruit PPT maternity backfill role to      Cross training and development of
                                                casuals leading up to Rates and            start at the end of November.                 CSO into other business areas for
                                                Animal renewals.                         Fill outstanding positions.                   greater exposure to processes.
                                                                                         Assessment of manning levels                Update onboarding and refresh
                                                                                           leading up to Christmas period after          training plan.
                                                                                           leave and casual unavailability
                                                                                           requests.
Review of Polices within the branch           PureCloud     Disaster process           Customer Service Charter Review.            Review CS banking processes after
                                                reviewed and updated with new            BCP review.                                   ECR implementation.
                                                enhancements.                            Develop a process for responding to
                                                                                           requests from Councillors.
Continual    CS      intranet    (iP@n)       Continual review of iP@N, with           Continual review of iP@N, with              Continual review of iP@N, with
improvements                                    Building/Local Laws/Waste and Civil        Environmental Health/Environmental            Disaster/Community
                                                Ops completed.                             Services/Building                 and         Engagement/Governance/ Finance
                                                                                           Facilities/Planning being the focus           and People and Culture pages.
                                                                                           this quarter.
Service Review                                Service        review     structure      Pending ET, finalize and recruit            Continued implementation of actions
                                                recommendations       and      PDs         positions.                                    from service review.
                                                completed and submitted to ET for        Action and Implement priority A
                                                consideration.                             recommendations.
New phone call system incl. On line Chat      Webchat      improvements   around       Set up libraries on PureCloud               Improve stats reporting and quality
and Snap Send Solve requests.                   workflows and processes.                                                                 assurance system.
                                              Quarterly stats-
                                                -   Aver mthly total interactions
                                                    (5,103 calls, 283 on-line chat,
                                                    118 snap send solve, 90 other)
                                                -   Aver mthly % of calls answered
                                                    within 60 secs 76%.



                                                                                                                                                            Page 36 of 97