For Albury City Council in New South Wales, providing a modern physical environment and a clear corporate image has contributed to a much improved performance of its Customer Service Unit. Manager Customer Service, Ros Walls, said construction of a bright, professional one-stop-shop in 2001/02 and the recruitment of a ten member team from across the organisation was just the beginning.
“We then set about helping to change the culture to one of total focus on the customer, their expectations and delivering the goods,” Ros Walls said.
She said that technological advances, had also increased the City’s ability to deliver prompt, efficient service and achieve positive outcomes.
“The unit is both the pivotal communication point and the physical hub of the City’s operations. The Customer Service Business Unit has established itself as the critical link between internal and external clients and the greater organisation.”
The unit helps both in terms of incoming communication and closing the loop in feeding back a result. The team is multiskilled offering a suite of services from five fully equipped front counter stations.
“The unique AlburyCity Customer Service model has brought about significant change which has served to improve not just the performance, but the public perception of the City,” she said. “It’s a pleasant place to do business.”
The most recent survey results revealed that the City rated at 7.08 out of 10 for its overall provision of service and 7.84 out of 10 for overall staff courtesy. Both scores reflected a marked improvement over previous survey results, to confirm that Council’s vision in deciding to seek a coordinated and consolidated approach to service delivery was indeed the right one.
For more information contact Ros Walls on (02) 6023 8176 or email rwalls@alburycity.nsw.gov.au
