2019-08-06 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                               6 AUGUST 2019


BRANCH ACTIVITIES                          RECENT ACHIEVEMENTS                            CURRENT PRIORITIES                         THE NEXT QUARTER
Customer Service
Recruitment and Training                      Recruitment of full time and part time       Creating a Quality Assurance             Update onboarding and refresh
                                                CSO finalised                                  Program.                                   training plan.
                                              Training for new trainee and new             Revision training on Rates.              Develop succession plans for key
                                                casual officer completed.                    Cross training and development of          staff.
                                              Training new CSOs on counter and               CSO’s into other business areas for
                                                reception duties.                              greater exposure to processes.
                                              Cross training with Waste & Records
Review of Branch Polices                      Review Customer Service service            Review of current customer service         Review of request processes and
                                                level catalogue.                             procedures                                   test scripts in line with Noosability
                                                                                                                                          project requirements.
Continual CS intranet (iP@N)                  Continued review of customer               Continue review of customer service        Continual updates to feedbacks as
improvements                                    service scripting system (iP@N)              scripting system (iP@N)                      well as review of iP@N knowledge
                                              Meet with critical depts to bring their                                                   pages and processes.
                                                information & pages up to date.
Service Review                                Service review structure                   Working to implement                       Continued implementation of actions
                                                recommendations implemented.                 recommendations of service review.           from service review.
New phone call system incl. On line Chat      Quarterly stats-                           Develop forecasting reports from           Review and identify improvements to
and Snap Send Solve requests.                   -    Average mthly total interactions        statistical information for improved         Snap Send Solve request types.
                                                     (4’663 calls, 233 on-line chat,         rostering and workforce planning.
                                                     203 snap send solve, 92 other)
                                                -    Aver mthly % of calls answered
                                                     within 60 secs = 69%.
                                              Improved departmental stats
                                                reporting.
Customer Service Charter and review of        Review Customer Service Charter            Progressing the review of Councillor       Re-present to Leadership Group
the management of customer requests.            completed.                                   Request processes.
                                                                                           Customer Service Charter up for
                                                                                             feedback from branch managers.
Business as Usual activities                  Assist in the implementation of            Rates peak period                          Continue to foster and grown the
                                                actions from the security                  Animal registration peak period              combined service meetings between
                                                assessment as determined by ET.            Partner with ICT to improve systems          customer service and many of
                                              Work on outstanding balance issues           & technological enhancements.                councils other branches.
                                                of ECR and integrated Eftpos.              Review & recommend improvements
                                                                                             to customer service standards across
                                                                                             the organization “Refresh” project.

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