Questions & Answers

Question 1 – What’s your council doing to improve service and Stay connected to your customers into 2018?

Group 1

- Ride along for Team members to improve knowledge.

- Information sharing.

- Information capturing.

- Focus on building and enhancing relationships.

- Build respect / understanding.

- Provide updates to community.

- Feedback.

  • Improvement.
  • Acknowledge.
  • Response.

- Improvements from attendance at conferences.

- Involving senior management.

- Remove ‘Silos’.

Group 2 (Penrith, Newcastle, Byron, Burwood, Hawksbury)

- CRM System.

- Foyer design.

- New website.

- Application quality program.

- Facebook launch.

- Web chat.

- Customer service feedback module introduction.

- New Phone system.

- Community portal.

- Encouraging all staff.

  • Managers to experience the contact centre.

- Call coaching.

  • Refine coaching doc.
  • Introduced buddy system.
  • Regular celebrations.

- Re-build of call centre.

Group 3

- Online parking permits.

- Wifi throughout the whole municipality.

- Online DA applications – (2 Day turn around).

- Pop up stores in LGA – (Shopping Centres).

- Offices in library.

- Online customer requests.

- Call coaching.

Group 4

- Behaviour.

- Systems.

- Live chat.

- Upgrading records management.

- Culture change.

- Mapping system.

- Training.

- Workforce scheduler call centre.

- KMS.

- Purpose.

- Improving tools.

  • Phones.
  • True Picture.

- C/S Charter.

- Community portal.

- Call recording.

- Improved website user friendly.

Group 5

- Go to events with survey pads.

- Mobile library secure and Customer Service.

- Pop – up Stores.

- Website Feedback.

- 2 Days in CS for every new council officer.

- Sign a commitment to customer service.

- Customer Service goes out with council employees.

Question 2 – What’s on your wish list to tackle in 2018 and beyond?

Group 1

- Exposure to CS Network.

- Build purpose.

- Identify projects.

- Emerging leaders.

- Making people feel valued.

- Get basics right.

- Avoidance.

- Identify trainers.

- Targeted training.

- Management / organisational appreciation.

- Getting most out of IT.

Group 2 (Penrith, Newcastle, Byron, Burwood, Hawksbury)

- A better customer self-service website.

- Foyer redesign / Queuing system.

- Automated CRM.

- Formal staff exchange team.

- Enhanced customer communication.

- Knowledge base.

- Front counter changes.

- Customer Service training rolled out across council.

  • Customer Centric.

Group 3

- Knowledge base.

- Live chat.

- New phone system.

- New roster system.

- Call coaching.

- New building.

- Concierge / Security.

Group 4

- Ride Alongs.

- Creating Opportunities.

Group 5

- GM & Directors sit with customer service.

- Integrated OMNI – Contact centre.

- Customer interaction sessions.

- Ticketing system.

- New Building (Refurbish).