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Customer Service Strategy - Customer First

In order to provide sensational service we have a corporate-wide programme called Customer First. The aim is to provide customers with service that is timely, efficient, effective and convenient. 

This is achieved through:

• Focusing on improving processes throughout the organisation to meet customer requirements.
• Capturing and effective sharing of information and knowledge.
• Accountability and responsibility for the delivery of customer service across the organisation.
• The organisation working as one focused team, not in separate areas of operation.
• The best utilisation of current and emerging technologies.
• Attitudinal and culture changes.
• Training and up-skilling in order to deliver a high level of customer service.
• Accessibility of information and services via a variety of media, e.g. online accessibility.

The Customer First programme is guided by the Customer Service Strategy which the council adopted in 2003.  The strategy has three areas of focus-

Customers: We will deliver quality services to meet our customer needs in a sensitive, efficient and timely manner.

Processes: We will focus our processes on producing the best possible outcomes for our customers.

Organisation and staff: We will think, learn, communicate and work as one organisation.

Customer Service Standards

We recognise that when you contact us it is important. We want to be responsive in dealing with your requests and issues.

These service standards outline the level of service that you can expect when you contact us.

• Telephone calls will be answered within six rings and eighty percent of your enquiries will be resolved at that point.
• All communication will be responded to within five working days with either a substantive or an interim reply.
• You will be informed of how long an issue will take to resolve. If this changes, we will inform you as to why and what will happen next.

As we work together you can help us by:

• Giving us the same courtesy as you would expect from us.
• Letting us know what you think of our service – good or bad.
• Letting us know when things change, e.g. your mailing address, circumstance regarding the request that you made or details of an application.

Customer Charter

We have developed this charter to confirm our promise to you in the service you expect from us. By working together, we will work smarter, help you achieve your goals, and deliver sensational service.

We promise that ...

We will make it easy for you to deal with us.

Whether you are calling to report a pothole or setting up a business, we will make communicating with us easy. We will deliver a one-Council approach when working on your requests and enquiries.

If we are not able to provide you with the outcome that you want, we will explain to you the reasons why and where possible provide you with an alternative solution. 

We will be responsible for the service that you receive from us.

Your confidence in us to do things right is important to us.

We will take responsibility for giving you the right information. We will let you know how long a service takes and keep our commitment made to you. If this changes, we will explain why and what will happen next.

We will treat you right.

We want you to feel comfortable dealing with us.

We will treat you with respect. We will strive to find balance between taking into account your individual circumstance and applying consistent service.