CUSTOMER IMPACT 2024 AWARD AWARD
AWARD SPONSOR
BOOKLET
PROUDLY SUPPORTED BY CSBA
All councils strive to provide a high-quality, consistent customer experience across all departments and interactions. For over 16 years, CSBA has been working with LGPro and over 100 local governments across Australia to help understand, measure and improve the customer experience. CSBA provides Customer Service Quality Assurance programs, Voice of Customer research and benchmarking, Customer Service Training and CX Strategy Plans for local governments across Australia.
2
ABOUT THIS AWARD
The LGPro Customer Impact Award recognises the outstanding achievements of people working in Local Government customer service and on the customer experience. It is open to individuals and teams working across all Council departments that interact with customers and play a role in delivering customer experiences.
This award recognises an individual or a team that has developed and implemented an innovative approach, project or program which has assisted in delivering more engaging, meaningful and relevant customer experiences.
The purpose of this award is to:
• Recognise the contribution of individuals and teams to improving customer experiences
• Promote innovation and leadership in the provision of customer experiences
• Encourage end-to-end thinking of service design and delivery from the customer lens
3
WINNER
Banyule City Council Customer Service Model
Banyule’s Customer Service Model implementation represents a significant step towards enhancing customer experience and standardising service delivery. Through innovative strategies such as proactive case management, direct engagement with management during ‘Customer Service Week,’ and the introduction of CX Specialist roles, the model aims to anticipate and meet customer needs effectively.
One of the most notable achievements of the model is its integration into the council’s regular operations, ensuring consistency and efficiency in service delivery. By triaging over 13,500 requests within 12 months and achieving a 71 per cent satisfaction rate, the new CX Specialists have significantly improved first contact resolution and reduced duplicated efforts across teams.
Feedback from both customers and staff indicates a positive impact on service quality and staff morale. Customer satisfaction metrics, such as acknowledgment of requests (73 per cent), ease of contact (78 per cent), and courtesy and respect (80 per cent), demonstrate the success of the initiative. Moreover, staff engagement surveys reveal increased endorsement of Banyule City Council as a great place to work, reaching 91 per cent.
The model’s cost-effective approach, with dedicated roles like the aforementioned CX Specialists, demonstrates the council’s commitment to optimising resources while delivering exceptional service. By streamlining processes, minimising duplicated work, and fostering collaboration between management and frontline staff, the model ensures continuous improvement in customer satisfaction and operational efficiency.
The innovative combination of case management principles borrowed from social work and psychology with customer service practices sets Banyule apart as a leader in service delivery. The council enabled managers to join frontline teams to experience the role of a customer service officer, helping them understand staff and improve the experience for staff members and the public alike.
Moving forward, the council aims to further refine the model, incorporating feedback from internal participants and customers, and leveraging data to measure and improve outcomes continuously. The Customer Service Model stands as a testament to Banyule’s commitment to excellence and innovation in serving its community.
4
FINALIST
Stonnington City Council Waste Request Improvement
Stonnington’s streamlining of bin requests significantly improved service efficiency and customer experience. By consolidating 11 request types into one user-friendly online form and integrating payment options, the processing time for bin requests was reduced by more than 50 per cent, resulting in a remarkable 10-day decrease in customer wait times.
This shift to online submissions yielded several benefits, including the annual saving of 120 hours for customer service teams and a staggering 18,000 days of processing time. Furthermore, the proportion of bin services delivered within service level agreements has seen a significant improvement, rising to 70 per cent from the previous 59 per cent prior to the project’s implementation.
What makes this initiative particularly noteworthy is its cost-effectiveness. Leveraging existing resources and systems, the council has demonstrated a commitment to innovation and customer-centric service delivery without requiring substantial financial investment.
This success story serves as a model for other councils looking to enhance service efficiency and customer experience through streamlined processes and digital transformation. Moreover, the project’s achievements highlight the importance of utilising human-centered design and lean frameworks to realise substantial efficiencies in a council environment while prioritising the needs of both customers and staff.
5
FINALIST
Nillumbik Shire Council Operation Volume Reduction
Nillumbik’s Customer First Strategy 2023-2026 prioritises keeping customers informed and promptly responding to their requests. To address a high volume of outstanding service requests, the council launched “Operation Volume Reduction.” Through collaboration and data sharing across teams, outstanding requests were reduced by 98.4 per cent, from over 500 to just 8.
The initiative successfully effected cultural change and built accountability across the organisation, leading to a 6.5 per cent decrease in follow-up calls and a 6.7 per cent decrease in complaints, improving overall customer satisfaction.
Key to the initiative’s success was the use of various programs, processes, and systems to enhance service quality.
The council’s CRM system and corporate reporting provided valuable insights, while weekly meetings facilitated data sharing and process refinement. By investing in quality assurance and staff training, the council maximised officer time within budget constraints. The initiative’s ongoing success is monitored through regular reporting, ensuring sustainable improvement and alignment with strategic goals.
This initiative demonstrates Nillumbik’s commitment to service excellence and continuous improvement, setting a new standard for efficient service request management. Through strategic collaboration and proactive problem-solving, the council successfully addressed customer needs while optimising internal processes.
6
