Long before the Victorian State Government announced plans requiring Councils to develop service charters for residents, Manningham City Council identified this as a priority including it in its 1995-1998 Corporate Plan. The decision culminated with the recent launch of the City’s Customer Service Package, the principle component being a Customer Service Undertaking.
The package, distributed to all residents, features a description of the services Manningham residents can expect from Council and a set of procedures to follow if any aspect of that service lets them down. Essential to the process is the ability to follow up identified shortcomings and find new ways to deliver better more efficient services.
“While we take pride in our customer service initiatives, we recognise that there will always be room for improvement,” said Steve Goldsworthy, Manager Corporate Support. “At Manningham, we see this as an opportunity to measure ourselves against the best, as we look for ways in which to work smarter for the benefit of both our customers and ourselves.”
Other initiatives Manningham has introduced are the appointment of an Internal Ombudsman, a Customer Satisfaction Survey Program and a Customer Feedback System. Standards for the delivery of services in Manningham were developed in consultation with the local community.
Council is also participating in a Customer Service Charter Reference Group established by the Office of Local Government. This will assist other Councils in developing their customer service charters required to be in place by October this year.
For further information contact Steve Goldsworthy, Manager Corporate Support, telephone (03) 9840 9333.
