2020-02-11 Services and Organisation Committee Agenda

 SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                         11 FEBRUARY 2020


BRANCH ACTIVITIES                     RECENT ACHIEVEMENTS                                 CURRENT PRIORITIES                              THE NEXT QUARTER
Service Review                           Combined Service Meetings implemented             Combined Service Meetings ongoing,            Combined Service Meetings
                                           with Meetings occurring between customer            additional meetings occurring between           extend invitations to include other
                                           service and - Asset and IS - ICT – Local            customer service and - Building and             key business units.
                                           Laws – Civil Ops – Waste and Health.                Plumbing, Property
                                         Templates improved within Purecloud.              Process mapping of request online
                                                                                               services undertaken as part of the
                                                                                               Noosability project.
                                                                                             Develop NPS and Customer Service
                                                                                               Satisfaction surveys.
New phone call system incl. On line      Quarterly stats-                                  Investigate post call survey options          Look for opportunities to
Chat and Snap Send Solve requests.         -    Average mthly total interactions (4,407        including as part of email replies.             implement SMS interactions.
                                                calls, 260 on-line chat, 585 snap send       Implement Skype for Business                    (pending subscription)
                                                solve, 1,286 other)                            integration to Purecloud.                     Look for opportunities to create
                                           -    Aver mthly % of calls answered within                                                          chatbot (pending subscription)
                                                60 secs = 79%.
                                         Process created to redirect Snap Send
                                           Solve requests for other agencies.
                                         Call flow updated for disaster response to
                                           enable redirection to LDCC admin cell
                                           afterhours.
Customer Service Charter and review      Charter reviewed by stakeholders and              No further action required at this time       No further action required at this
of the management of customer              posted on councils website.                                                                         time
requests.
Business as Usual activities             Combined service meetings progressing             Continue to foster and grown the              Peak period due to rates and
                                           well.                                               combined service meetings between               school holidays.
                                         Animal registration peak period                     customer service and many of                  Prepare roster and plan to help
                                                                                               councils other branches.                        test and implement Noosability
                                                                                             Prepare flag protocol policy for council        request system.
                                                                                               approval.




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