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Level of Service Catalogue 2019-20
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Service Listing 1 of 1
Service Output Customer Service
Provide excellent customer service in accordance with Council’s
Customer Service Charter by responding to customer enquiries and
requests in a friendly and efficient manner, providing relevant and timely
information, advice and assistance about council services and processes.
Service Activity Customer Service
The activities include customer contact services (phone, on line, face to
face), capture & distribution of requests for service to responsible areas,
monitoring customer requests, cashiering including receipting of
payments and transactional interactions.
Responsible Area Department Branch
Executive Customer Service
Cost Centres Customer Services & Information 1003
Key Statistics 2016/17
# Phone interactions 63340
# Online chat/email interactions 0
# Receipts Processed 7603
# Applications Processes 9820
# Requests Lodged CS v all of Org 14656/19161
2017/18
# Phone interactions 56,628
# Online chat/email interactions 3,036 (3 months Jan-Mar 2019)
# Receipts Processed 6977
# Applications Processes 11698
# Requests Lodged CS v all of Org 17915/21161
Legislative responsibility to None but it is an integral part of local government service delivery.
provide this service
ACTIVITY SERVICE LEVEL TARGET
Customer contact services
[Activities include provision of face to face, telephone and on line contact services to provide information to the
community or the lodgement of requests for service as well as transactional activities such as new dog registrations
etc.]
Availability Face to face and telephone enquiries 8.30am - 5.00pm
Monday to Friday (excluding public
holidays).
Cashier and Counter functions 8.30am – 4.30pm Monday to Friday
(excluding public holidays).
Chat Online Available 8:30am – 4:30pm
Monday to Friday (excluding Public
Holidays).
Submit a request online (routine 24/7 for lodgement only.
matters only – not emergencies)
Submit a request using mobile 24/7 for lodgement only.
applications (Snap Send Solve)
Email 24/7 for lodgement only.
Page 37
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