Customer services: agenda report 18 November 2010
STAFF REPORT
TO: Community Services Committee FROM: Customer Services Manager DATE: 10 November 2010
SUBJECT: Customer Services
The purpose of this report is to provide an update to the Committee on the Customer Services (CS) Section. Customer Services includes Richmond, Motueka, Takaka and Murchison offices.
In conjunction with answering phones and completing counter enquiries or
transactions, staff also process Land Information Memorandums, internment bookings for burial or ashes. Staff also maintain the front of house and civic foyer areas.
Drivers and Vehicle Licensing Agencies are run in the Takaka and Motueka offices under contract to Automobile Association or New Zealand Transport Agency.
RECEPTION / COUNTER
August is the first rating period for the rating year which in turn relates to more customer transactions and rate rebate applications being received and processed.
Staff responded to a slight increase in enquires relating to properties for sale. Spring time often brings an increase in these types of queries.
The change to Customer Service staff accepting and completing the data entry for Rate Rebate applications has gone exceptionally well. As at 16 August, 420
applications had been forwarded to Department of Internal Affairs for payment. This means that both the Customer and Council are getting a timely response to the rebate request.
9218 8432
7024 13223
4798
3190
0 3000 6000 9000 12000
Aug Sept Oct
Customer Service Phone and Counter Activity
Phone Calls Recevied Reception/Counter
Customer services: agenda report 18 November 2010
CALL CENTRE
The number of calls received through August kept staff on their toes. Other than day to day general business, a large number of calls related to the first rates instalment notice for the 2010/2011 rating year.
Not every call results in a Service Request for something to be repaired or a building inspection. During the August to October period, 4,567 Service Requests have been logged. These are shown in the graph below. The “other” category covers areas such as Corporate, Compliance, Engineering – non MWH, Duty Planner and
Biosecurity - Pests. No particular area attracts a high number of Service Requests, however overall they amount to reasonable total. Staff are currently reviewing our Service Request follow up process.
At the previous Community Service meeting, a request was made for traffic numbers for the Info box and Website Contact Us form.
The incoming traffic through Info@tasman address shows an increase in the number of requests for information that arrive via email. In July, a month before the launch of the new website, 106 emails were received.
The Contact Us page on the website has had an increased number of “hits” as shown in the information below.
288
772
189
567
28 274 254
687
149
324
54 315 243
560
145
297
34
299
0 200 400 600 800 1000
Confirm/RAMM Building Dog Control Other LIM Info Box
Requests for Service
Aug Sept Oct
Customer services: agenda report 18 November 2010
If you wish to visit the Customer Service area or discuss any matter further, I am happy to answer questions relating to Customer Services.
Suzanne Westley
Customer Services Manager
g:\tara\agendas\community services\2010\november\rcs10-11-07 customer services manager.docx
108 14 132 181 183 154
396
150 171
621 640 689
0 200 400 600 800
Nov-09 Dec Jan-10 Feb Mar Apr May Jun Jul Aug Sept Oct
Website Contact Us
