A computerised Customer Complaints Handling System (CCHS) has enabled staff at the Western Australian City of Joondalup to set a new standard in customer service for the Council.
The new system was launched in March and automatically registers complaints, transfers them to the relevant Council Officer and sets a deadline for a response. Complaints and issues raised by residents and ratepayers can be tracked at each stage until the issue is resolved.
“In just six months it has already proven to be an extremely valuable resource in ensuring the City’s customers receive the best service possible,” said Chief Executive Officer Lindsay Delahunty. “It also provides us with information on customer satisfaction so that we can improve our services. We aim to turn dissatisfied customers into satisfied customers.”
The CCHS was developed by the City in conjunction with CVSI Solution 6 Pty Ltd, by enhancing the City’s recently installed document management system.
Complaints are registered according to whether they conform to a particular definition; ‘an expression of dissatisfaction, however made, about the standard of service, action or lack of action by the Council or its staff, affecting an individual customer or group of customers.’
Training was initially provided for key users, however most Officers who come in contact with customers have now been trained in the operation of the CCHS. Each month reports are compiled, which detail the number and types of complaints received in each business unit and the time taken for a response.
Lindsay Delahunty said these reports are regularly reviewed as they highlight customer concerns, the areas requiring improvements in service, further staff training needs and areas where members of the public need more information.
Referrals or requests for service are not included in the system, however, the City is currently working with CVSI Solution 6 to develop a module for this. Officers receiving complaints by telephone or in person are required to enter these into the CCHS. Alternatively, customers can be directed to the Customer Action Request Officer to lodge a complaint.
Customer Action Request Officer Jill Wilson said since the CCHS has been operating Council had received a number of letters and telephone calls expressing appreciation of the new system.
“All complaints are now followed up promptly,” she said. “We have tightened our response time considerably.” The CCHS is accessible via Council’s intranet system and is linked to the City’s electronic document management system.
For further information contact Jill Wilson, telephone (08) 9400 4942
