2019-02-12 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                        12 FEBRUARY 2019


BRANCH ACTIVITIES                          RECENT ACHIEVEMENTS                          CURRENT PRIORITIES                         THE NEXT QUARTER
                                              Reward and recognition event.
                                              Stills photography and video
                                                support for Clint’s team for
                                                wedding location images.

Customer Service
Recruitment and Training                      Recruitment of part time CSO               Training part time CSO.                  Cross training and development of
                                                finalized and recruitment process for      Selection process for new trainee          CSO’s into other business areas for
                                                new trainee commenced.                       and training.                              greater exposure to processes.
                                                                                                                                      Update onboarding and refresh
                                                                                                                                        training plan.
                                                                                                                                      Fill Outstanding CSO positions.
Review of Branch Polices                      Created ECR processes and                  Customer Service BCP.                    Post exercise BCP review and
                                                procedures.                                                                             update.

Continual CS intranet (iP@n)                  Continual review of iP@N, with             Continual review of iP@N, Customer       Continual review of iP@N,
improvements                                    Rates, Environment and Health.               Service, Governance, Plumbing              improvement to Quiz and
                                                                                           Updating key words after monitoring        Announcements.
                                                                                             calls to identify words used by
                                                                                             customers to improve iP@N search
                                                                                             engine.
Service Review                                Service review structure                   Plan and Implement priority A            Continued implementation of actions
                                                recommendations implemented.                 recommendations.                           from service review.
                                                                                                                                      Complete Customer Service Level
                                                                                                                                        Catalogue.
New phone call system incl. On line Chat      Quarterly stats-                           Improve stats reporting.                 Develop quality assurance system.
and Snap Send Solve requests.                   -  Aver mthly total interactions
                                                   (3,759 calls, 201 on-line chat,
                                                   179 snap send solve, 241 other)
                                                -  Aver mthly % of calls answered
                                                   within 60 secs 77%.
Customer Service Charter and review of        Review Customer Service Charter            Progressing the review of Customer       Commence the review of Customer
the management of customer requests.            delayed due to operational                   Service Charter.                           Requests incl. Councillor Requests.
                                                demands.




                                                                                              Page 103 of 130