City Plan 2009 - 2013 - City of Greater Geelong

Delivering City Plan
Customer Focused Organisation
Over the past five years we have worked hard to build a culture of listening, understanding and
proactively responding to internal and external customer needs.
Our goal is to continue to be a customer-focused organisation that considers the customer’s perspective and to maximise customer satisfaction.
This is underpinned by our 21 Customer Service Commitments:
Responsiveness
> We will respond to telephone messages
within one working day.
> We will respond to telephone calls within
five rings.
> Correspondence received by mail and
email will be responded to within 10
working days. Planning and other statutory
correspondence will be responded to in
accordance with legislative requirements.
> We will meet corporate standards with
all correspondence.
> We will identify ourselves by name
when responding to phone or
face-to-face enquires.
> We will make all reasonable efforts to
supply all our services in a timely manner
with priority assistance to customers
affected by a public safety issue.
> Customer requests for service will be
actioned within defined service timelines.
> We will provide a method of follow-up for
customer requests.
Access
> Our Customer Service Line will be available
for public safety issues 24 hours a day,
seven days a week.
> We will provide information that is current
and in plain language.
> We will offer a variety of payment methods.
> We will be available for contact by phone,
on-line, in writing and in person.
> We will assist visiting customers within
five minutes.
Knowledge and Attitude
> We will ensure information provided is up
to date.
> We will proactively explain processes and
take personal responsibility.
> We will act in a manner which is respectful
to the public.
Fair Treatment
> We will balance individual needs with the
direction of Council and resources available
to achieve the best community outcomes.
> If we are unable to meet customer
expectations we will explain why.
> We will communicate and make available
our privacy policy.
Feedback
> We will encourage customer feedback and
view it as an opportunity to improve.
> We will measure our performance on
a regular basis to constantly improve
our service.
How we will measure our progress in achieving this outcome:
Measure
Target
Percentage of correspondence responded to within 10 working days 100%
Customer Service Index – Getting Through (60 per cent time to live operator, 40 per cent Greeting Skills) Greater than 85%
Customer Service Index – Service Delivery (50 per cent Manner, 50 per cent Enquiry Resolution) Greater than 85%
Average total connect time (seconds)
Less than 30 seconds
Community satisfaction with customer contact
Increase from 2008 base
48 City Plan 2009-2013 | City of Greater Geelong
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