Outcome 4.2 – Information about Council and its decisions is clear and accessible
4E. Deliver an effective
customer service function
FA19
PROVIDING A HELPFUL AND EFFICIENT SERVICE
FA20
DELIVERING THE VALUES OF SERVICE. TRUST. RESPECT. INNOVATION.
Manager, Governance and Customer Service
RESPONSIBILITY:
BUSINESS UNIT: Customer Service Team, Governance and Customer Service Branch
SERVICE PROFILE managing and having input into the effective running of key customer service functions to ensure
the provision of professional, knowledgeable high level customer service internally and externally managing the bookings of parks and public spaces
Baseline 2018/19
SERVICE DELIVERY INDICATORS 4E.D
% Customer Service telephone calls serviced
KEY INITIATIVES 4E.1
Participate in Customer Service Strategy review and assist in developing and implementing enhancements, amendments and technological upgrades to ensure best possible provision of service to customers is delivered across the organisation
80%
2021/22 2022/23 Source / contributing document/s
Source code/s
√
ONGOING ACTIVITIES
ONGOING ACTIVITIES
4E.A1 Provide ongoing cross training to customer service team members to encompass all areas of Council’s activities
4E.A2 Work with other areas of Council to enhance and develop greater online accessibility and ease of use of customer activities, eg. booking of parks and public spaces, lodging applications etc
4E.A3 Monitor and manage provision of after hours phone call response service, reviewing service provider and contract as necessary
4E.A4 Review the provision of customer service to ensure optimum ongoing provision of service to all customers as a result of other organisational changes and increased customer service standards
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HORNSBY SHIRE COUNCIL
