2014-01-02 Budget Adoption Report Attachments

DEPARTMENT                                      EXECUTIVE OFFICE
Corporate Program                               Communication & Governance – Customer Service

Program objective
The organisation has a strong customer focus and systems to ensure effective management of customer requests
                                                                                                          Service delivery       Responsible
Service                       Key Activities                             Service levels
                                                                                                                                 Manager
Customer Service
Customer Service – Phone         Reception                              Retain existing service          Internal               Chief of Staff
and Face to Face Contact         Cashiering                             arrangements for business
                                 Telephone call centre (business        hours
                                  hours)
                                 After hours service by Duty Officers   For after-hours service revert
                                 On line services for customer          to direct contact with Duty
                                  requests                               Officers on call




Potential Key Initiatives
   Develop and implement customer service charter
   Implement customer contact call management system
   Review and establish customer service performance standards




                                                                                             Noosa Council | Operational Plan 1 Jan 2014 to 30 June 2014   30