The Shire of Roebourne has developed a system which emphasises the needs of the customer and systematically takes care of their requests.
The main aim of the Customer Focus System is to focus Council staff on the delivery of service rather than the undertaking of the various tasks required of them.
The system involves a sequence of actions that must be undertaken in handling customer requests. These actions include, logging the contact details and name of the customer, indicating which staff member took the request, which appropriate supervisor the request was forwarded to, the time and date, as well as the location of where the work is required and what is involved.
Following this, the action required to address the request is detailed. Conclusion of the request handling involves contact by the supervisor with the person who made the request.
“As a result of using this system, staff are aware that, when a customer makes contact with the organisation, the issue, no matter how trivial it may appear, is the most important thing to them at that point in time,” said Director Technical and Development Services, Guy Thompson “The process has resulted in an identifiable change in mind set by the staff and from the customers. This is establishing in the community, a feeling that the Shire is an organisation which is responsive to their needs.”
For further information, contact Guy Thompson on (08) 9186 8535.
