2019-11-12 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                                                                                            12 NOVEMBER 2019


BRANCH ACTIVITIES                          RECENT ACHIEVEMENTS                             CURRENT PRIORITIES                              THE NEXT QUARTER
Review of Branch Polices                      Review of current customer service            Review of request processes in line           Review of test scripts in line with
                                                procedures and ensuring uploaded to             with Noosability project requirements           Noosability project requirements.
                                                ECM and [email protected] CS intranet (iP@N)                  Continued   review         of   iP@N,         Recent updates to system has                  Review of recognition program for
improvements                                    improvements made        to quiz and            improved functionality for administrator        feedback initiative, as well as review of
                                                announcements.                                  and agent searching.                            iP@N     knowledge        pages      and
                                                                                                                                                processes.
Service Review                                Implemented service review structure          Working        to          implement          Continued implementation of actions
                                                recommendations.                                recommendations of service review.              from service review.

New phone call system incl. On line Chat      Quarterly stats-                              Review and identify improvements to           Review call flow queue design.
and Snap Send Solve requests.                   -    Average mthly total interactions           Snap Send Solve request types.                Look for opportunities to meet GOS
                                                     (4’663 calls, 233 on-line chat, 203                                                        more regularly.
                                                     snap send solve, 92 other)
                                                -    Aver mthly % of calls answered
                                                     within 60 secs = 69%.
                                              Forecasting reports from statistical
                                                information for improved rostering
                                                coverage.
Customer Service Charter and review of        Monitored     and     reported  on            Finalised draft document after                Publish updated version on website.
the management of customer requests.            outstanding requests. Progressed                including changes and suggestions
                                                the review of Councillor Request                from Leadership group.
                                                processes.
                                              Customer Service Charter up for
                                                feedback from branch managers
Business as Usual activities                  Rates peak period                             Continue to foster and grown the              Peak period due to rates and school
                                              Animal registration peak period                 combined service meetings between               holidays.
                                                                                                customer service and many of                  Prepare roster and plan to help test
                                                                                                councils other branches.                        and implement Noosability request
                                                                                              Prepare flag protocol policy.                   system.




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