of a Draft Customer Service Strategy and Charter going out for public comment from
Wednesday, April 20, until Wednesday, May 18, is to help improve the way Coffs
Harbour City Council provides services and information to the community.
“A key goal
of the Draft Strategy is to have 80% of customer enquiries or requests resolved
the first time a customer contacts Council,” said Jay Kirkman, Council’s Group
Leader Customer Services.
aiming at achieving the highest level of customer service we can – whether that
is online, by phone or in person.”
Strategy contains a number of objectives including:
Streamlining access and delivery of services;
Enhancing Council’s e-business capabilities; and
Further development of Council’s community
objectives support commitments made in the accompanying Customer Service Charter
to provide excellent customer service through:
Prompt and efficient services;
Easy access to public services;
Assistance if required when using Council services;
Friendly and professional service; and
Accurate and consistent information.
the community will be used to frame the way Council delivers its services.
“Another key focus is to
develop a greater use of online self-service tools for those who want to deal
with us online,” said Mr Kirkman.
“This will also allow
Council staff to concentrate on more complex enquiry work and those customers
that require greater assistance.
“Ultimately, the Strategy will provide more options for the
customer, improved and consistent customer responses, reduced transaction costs
for Council and fewer transactions requiring Council staff intervention.”
The Draft Customer Service Strategy and Charter will be on exhibition for 28 days from Wednesday, April 20, until Wednesday, May 18.
The documents can be viewed at Council’s Administration Building and
local libraries, as well as online Details of how to make submissions can be found at those locations.