2019 CUSTOMER SERVICE AWARD WINNERS Murrindindi Shire Council won the 2019 Customer Service Award for its Customer First Project which delivered on its Council Plan promise to customers to be innovative and make Council easier to deal with. The project aimed to streamline systems and avoid duplication, align processes with customer needs and equip Council staff to provide better customer service to its community. It began in early 2018 and concluded on 30 June 2019, and has resulted in a major shift in the delivery of customer service, reflected by a 46.5% increase in the number of satisfied customers. In 18 months, the project team implemented many successful initiatives including a new customer service charter and policy; streamlining more than 60 processes to eliminate duplication and delays in handling customer requests; and moving the organisation across to one CRM system.
The project has given customers certainty that their requests have been registered and actioned. It has also created renewed confidence that Council is working together to help its customers and the community, with staff noticing increased levels of positive customer feedback about Council’s services.
AWARD FINALISTS
➢ Kingston City Council ➢ West Wimmera Shire Council
Award Sponsor
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