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OPERATIONAL PLAN 2024-25 Q3 QUARTERLY REPORTING · Attachment 2 - Q3 KPI Report
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Customer Service – Percentage of Customer Requests Lodged Electronically
The percentage of customer requests lodged electronically measures the proportion of all customer service
requests submitted through digital channels such as online forms, emails, mobile apps, or customer portals.
It reflects customer preferences, but also the community’s adoption of digital services and the effectiveness
of Council’s digital engagement strategy.
The percentage of customer requests lodged electronically declined from its peak in January to levels more
consistent with previous quarters. This trend reflects the surge in requests typically experienced during the
peak holiday season.
Percentage
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