Customer service strategy and charter

Council has changed the way it delivers customer service through the implementation of a Customer Service Strategy: a strategy that outlines an improved way of delivering customer service through a ‘Customer Enquiry/Resolution (CER) Model’.

The CER Model has a focus on the following main elements:

• Using customer engagement and participation in the review and, where required, redesign of services.

• Development of customer self-service functionality for those who can access online services, thus leaving Council staff to concentrate on complex enquiry work and high need customers.

• Progression towards a more resolution-focussed customer service function.

The Model provides positive outcomes for both Council and our customers, including:

• More options for the customer

• Improved responses and consistent resolution for the customer

• Reduced transaction costs for Council

• Fewer transactions requiring Council staff intervention

The Model has a target of resolving 80% of customer enquiries/requests at the first point of contact.