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2020-07-10 SM Agenda - Item 4 - Attachment 1 - Level of Service Catalogue 20-21
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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 Service activities 2018/19 2017/18 2016/17
Phone interactions 51,441 56,628 63,340
Online chat/email interactions 5,796 3,036 0
Receipts Processed 3,058 6,977 7603
Applications Processes 10,129 11,698 9,820
Requests lodged CS 15,494 17,915 14,656
Requests lodged Council 18,920 21,161 19161
Requests Customer Service to Council 81.9% 84.7% 76.5%
Legislative responsibility None but it is an integral part of local government service delivery.
to provide this service
SERVICE DELIVERY MODEL
Service is provided in-house.
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.
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