Simplify our processes to improve the speed of our customer service response times. Promote our website as a secure and personalised way to make payments and lodge forms any time. ‘MyGeelong’ Promote our telephone number as a cost-effective and personalised way we can reach customers who cannot visit us or use our services online. Produce a model for customer service centres that will consolidate the number of centres we have and deliver better value ‘face-to-face’ for money, while still meeting the needs of most people in the community. Work with our contractors to make sure they are delivering a service that meets the standards of our Customer Service Charter. Further improve our website so it becomes the for all our customers improvement of our intranet will also help us ‘first port-of-call’ – respond better to customer enquiries. Improve our complaints management system to meet the requirements of the review and Councils and Victorian Ombudsman’s Complaints A Good Practice Guide February 2015. – Measure customer satisfaction, share results and address anything that meet the standards in our Customer Service Charter. doesn’t 6. Action plan Action Department/s Resources 2017-2018 2018-2019 2019-2020 responsible required 1.1 Customer Service Existing Establish a service improvement team to deliver the actions in this budget strategy. 1.2 Customer Service/ Existing Promote our Customer Service Charter and work with internal Service Improvement budget departments to expand the number of services we deliver to a Team standard. 1.3 Customer Service/ Existing Develop a strategy that will improve consistency across all our Digital Information budget customer contact channels and provide 24/7 service options. and Technology 1.4 Customer Service/ Business Expand investment in web-based self-service applications so that Digital Information case customers can search, interact and transact online with as many and Technology
Simplify our processes to improve the speed of our customer service response times. Promote our ‘MyGeelong’ website as a secure and personalised way to make payments and lodge forms any time. Promote our telephone number as a cost-effective and personalised way we can reach customers who cannot visit us or use our services online. Produce a model for ‘face-to-face’ customer service centres that will consolidate the number of centres we have and deliver better value for money, while still meeting the needs of most people in the community. Work with our contractors to make sure they are delivering a service that meets the standards of our Customer Service Charter. Further improve our website so it becomes the ‘first port-of-call’ for all our customers – improvement of our intranet will also help us respond better to customer enquiries. Improve our complaints management system to meet the requirements of the Victorian Ombudsman’s review and Councils and Complaints – A Good Practice Guide February 2015. Measure customer satisfaction, share results and address anything that doesn’t meet the standards in our Customer Service Charter. 6. Action plan Action Department/s responsible Resources required 2017-2018 2018-2019 2019-2020 1.1 Establish a service improvement team to deliver the actions in this strategy. Customer Service Existing budget 1.2 Promote our Customer Service Charter and work with internal departments to expand the number of services we deliver to a standard. Customer Service/ Service Improvement Team Existing budget 1.3 Develop a strategy that will improve consistency across all our customer contact channels and provide 24/7 service options. Customer Service/ Digital Information and Technology Existing budget 1.4 Expand investment in web-based self-service applications so that customers can search, interact and transact online with as many Customer Service/ Digital Information and Technology Business case
8d4d3607175de76-Customer%20Focus%20Strategy.docx