corporate reporting suite, using a branding template, has avoided the need for external communications and design support. Past, current, Service Corporate As an active member of the future improvement reporting Hunter/Central Coast Region IP&R practitioners group, Council is able to share examples of best practice, harness ideas and collaborate on regionally appropriate projects. Future Efficiency gain Customer The planned upskilling staff in the use of Service social media tools will enable social customer relations management to be introduced, leading to improved response times. Current Efficiency gain Customer Standard Operating Procedures are Service regularly revised to ensure best possible service delivery to customers. A biannual planning day is held with the Customer Service Team to identify and work on areas for improvement in processes, systems and initiatives. Current Efficiency gain Customer Staffing levels in the customer service Service centre have remained static, whilst telephone enquiries have risen by more than 2000 calls per year and customer service requests by over 340 per year. Current, future Cost Development Introduction of e-housing code for assessment complying development will reduce gain and approvals manual handling, improve approval efficiency and allow for 24 hour, 7 day a week lodgement. Future New income Development An increased focus on marketing assessment Council’s building certification activities and approvals will be introduced to ensure awareness and utilisation of Council’s services. Current, future Efficiency gain Economic The advice and guidance provided by Development Council’s economic development officer assists investors and developers in submitting appropriate applications to Council, preventing unnecessary ‘to and fro’ with the Development Control Unit. Current, future New income Environmental An increased focus on grant services opportunities has seen $312,000 realised
corporate reporting suite, using a branding template, has avoided the need for external communications and design support. Past, current, future Service improvement Corporate reporting As an active member of the Hunter/Central Coast Region IP&R practitioners group, Council is able to share examples of best practice, harness ideas and collaborate on regionally appropriate projects. Future Efficiency gain Customer Service The planned upskilling staff in the use of social media tools will enable social customer relations management to be introduced, leading to improved response times. Current Efficiency gain Customer Service Standard Operating Procedures are regularly revised to ensure best possible service delivery to customers. A biannual planning day is held with the Customer Service Team to identify and work on areas for improvement in processes, systems and initiatives. Current Efficiency gain Customer Service Staffing levels in the customer service centre have remained static, whilst telephone enquiries have risen by more than 2000 calls per year and customer service requests by over 340 per year. Current, future Cost gain Development assessment and approvals Introduction of e-housing code for complying development will reduce manual handling, improve approval efficiency and allow for 24 hour, 7 day a week lodgement. Future New income Development assessment and approvals An increased focus on marketing Council’s building certification activities will be introduced to ensure awareness and utilisation of Council’s services. Current, future Efficiency gain Economic Development The advice and guidance provided by Council’s economic development officer assists investors and developers in submitting appropriate applications to Council, preventing unnecessary ‘to and fro’ with the Development Control Unit. Current, future New income Environmental services An increased focus on grant opportunities has seen $312,000 realised