2019-05-07 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                                                                                                 7 MAY 2019


BRANCH ACTIVITIES                          RECENT ACHIEVEMENTS                           CURRENT PRIORITIES                           THE NEXT QUARTER
Customer Service
Recruitment and Training                      Recruitment of full time and part time      Training new CSOs on counter and           Cross training and development of
                                                CSO finalized                                 reception duties.                            CSO’s into other business areas for
                                              Training     for      new      trainee      Creating a Quality Assurance                 greater exposure to processes.
                                                commenced.                                    Program.                                   Update onboarding and refresh
                                                                                            Cross training with Waste and                training plan.
                                                                                              Records.                                   Develop succession plans for key
                                                                                                                                           staff.
Review of Branch Polices                      Reviewed BCP.                               Review Customer Service service              Review of request processes.
                                              Reviewed Customer Service Charter             level catalogue.
Continual    CS      intranet    (iP@n)       Continual review of iP@N, with              Continual review of iP@N,                  Continual   review     of   iP@N,
improvements                                    Rates, Environment and Health.              Meet with review pain point                  improvement     to     Quiz   and
                                                                                              departments      to    bring    their        Announcements.
                                                                                              information and 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-                            Improve stats reporting.                   Develop forecasting reports from
and Snap Send Solve requests.                   -   Average mthly total interactions                                                       statistical information for improved
                                                    (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%.
Customer Service Charter and review of        Review Customer Service Charter             Progressing the review of Councillor       Present to leadership/ET.
the management of customer requests.            completed.                                    Request processes.
Business as Usual activities                  ECR roll out.                               Assist in the implementation of            Partner with ICT to improve systems
                                              Budget preparation                            actions    from      the    security         and technological enhancements.
                                              Rates peak period                             assessment as determined by ET.            Review        and        recommend
                                              Onboarding                                  Work on outstanding balance issues           suggestions to improve customer
                                                                                              of ECR and integrated Eftpos.                service standards across the
                                                                                                                                           organisation “Refresh” project.




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