A framework for customer service standards in Local Government has been developed by the Local Government Customer Services Network (South Australian Chapter). Launched in 2003, the framework was conceived by the network and initially scoped through two workshops conducted with its members.
One was hosted by Port Pirie Regional Council and the other by the City of Charles Sturt. These workshops showed the need for a framework for establishing an internal customer service system that positively contributed to the culture in Local Government.
Playford Council Group Manager Corporate Services and Network President, Kiki Magro, said the network identified the requirement to ensure that Local Government internal systems allow for a degree of interconnectivity between departments to ensure optimum customer service is delivered to the community. “The project, while focusing on internal standards, will have a direct influence on external services,” Kiki Magro said.
She said that the network was aware of national and international standards for customer service. However, the need for a specific Local Government framework is required due to the unique nature of customer service in Local Government. These conditions included:
- customers in many cases cannot choose an alternative service provider
- the rate payer/Council relationship is unique and quite distinct from the customer service/ product provider relationship found in a commercial environment
- councils, in addition to providing free and user pays services, play a regulatory role.
The Service Quality Framework has been distributed to all South Australian Councils and briefing sessions have occurred with the metropolitan CEOs.
Kiki Magro said the framework is free for all South Australian Councils, but interstate councils would need to pay $200 plus postage and handling.
For more information contact Kiki Magro on (08) 8256 0108 or email kmagro@playford.sa.gov.au
