Redcliffe City Council’s processing and handling of customer inquiries has been significantly streamlined with the introduction of a new computerised customer request system.
The software package, the Customer Action Request System (CARS), enables this Queensland Council’s customer requests to be recorded and electronically forwarded to the responsible section or officer by the staff member who takes the initial inquiry. The award winning system, purchased from Baw Baw Shire Council in Victoria, went on line on 30 September.
“This innovative program will help increase customer service and responsiveness standards and allow recurring problem areas to be easily identified,” said Mayor Barry Bolton.
“The system will save time, streamline customer dealings and reduce customer shuffling between Departments.” Cr Bolton said that CARS is used for verbal, written and telephone requests that could not be answered at the time of the inquiry.
“The Council was in the process of developing its own customer request system when it became aware of Baw Baw’s program,” he said.
“The Council decided it was more cost effective to purchase Baw Baw’s system and amend it to suit the requirements of Redcliffe City Council rather than develop our own program.”
CARS also has a report generating facility which is used to identify issues and concerns that require special attention. The system produces reports according to geographical areas, Departments, employees and requests types – allowing Council to easily identify problem areas and monitor request response times.
For further information contact Robert Draycott, Public Relations Officer, telephone (07) 3283 0291.
