Delivery Program 2009–2012 - Rockdale City Council - NSW ...

Customer ServicesIn 2008, Council was awarded the Customer Services Institute of Australia’s (CSIA) State Customer Servicesexcellence award – in the category of local government. Council has also entered into an agreement with CSIA toprovide formal customer service training to staff and moreover, will be seeking international accreditation in customerservices.In line with this accreditation, Council is developing a new customer service charter together with associated policiesand customer feedback systems to ensure the delivery of high quality services that are customer focused.Information Management StrategyThe Information Management (IM) Strategy sets forth the mission, vision, key goals, guiding principles and measures.This Strategy will assist to evaluate the success of Council in applying IM to improve its efficiency, to enable ourbusiness strategy and to meet information requirements of our community.Major functions encompasses:◆ Information Services;◆ Document Management; and◆ Information Technology.This Strategy builds on recent improvement efforts that have gone a long way towards bringing Council’s InformationManagement Program and Project Management governance level to a relatively accountable and visible one. Itprovides a blueprint for future prudent investment in information technology and will position Council to provideimproved information effectiveness and efficiency with a common information platform/framework at all locations,bringing the benefits of the IT architecture to all departments and service units within Council. It promotes effectiveexchange of information and collaborative processing among the service units. It also promotes the idea of businessusers to own/sponsor/administer business applications.The strategic focus of Information Management is to ensure that Council’s information systems are relevant, secure,effective and efficient. In addition, adhere to the following principles:◆ Lowest cost platform;◆ Improving the fitness of the Information Management Unit;◆ Working with information and knowledge effectively and efficiently;◆ Customer focus;◆ Enterprise Information Management security; and◆ Extracting greater value from existing investments.There will be ongoing evaluation, development and implementation of improved information systems. Some examplesare:◆ Monitor and ensure legislative compliance with State Records Act, EPA Act, FOI, LGA S12 etc on an ongoingbasis;◆ Further enhancement of the Council Asset Management systems;◆ Ongoing development of core systems - EnterpriseOne and other core systems;◆ Implementing the Corporate Planning and Management Reporting System; and◆ Further enhancements of Web Services delivery.Delivery Program 2009-2012 | 15