Customer Service improvements aid accessibility, convenience

 Toowoomba Regional Council will offer residents innovative and additional avenues to contact council and continue to roll out measurable improvements to customer service levels in the coming year.

Customer Service portfolio leader Cr Anne Glasheen said the 2011/12 Budget allocated funds to ensure council refined its customer service focus in all facets of business.

Cr Glasheen said council was committed to improving officers' capabilities and would support this by upgrading online services to allow residents to contact council at their convenience or pay any bill or fine via the internet.

 "Council will be able to offer residents more choices about how and when they can contact us or do business with us," Cr Glasheen said.

"Council is investing heavily in training for all staff to ensure a customer service ethos is at the forefront of council activities across the region.

"We are determined to ensure customers have access to consistent and accurate information about council services and activities.

"Council customer service staff have access to a single data base of information and all service centres have the same operating hours. Council now operates a one-stop shop for all public enquiries at nine locations around the region.

"This allows council staff to offer the right advice and to resolve enquiries at the first point of contact in 93% of cases.

"Council staff have fielded more than 61,500 calls since the new customer service structure started in late March, which demonstrates public acceptance for the operational shift.  

"Council is keeping customers more informed about their enquiries and the community liaison team is working to ensure residents know the best way to deal with council and access our services."

Cr Glasheen said a major investment in information and communication technology would see numerous advances in council's customer service focus in coming months.

"A new auto call-back phone system will be introduced around September.

"Callers who do not wish to wait on the line in busy times can leave any call back number and retain their original place in the queue. Council officers will return the call as quickly as possible.

"Council will be one of only a few private or public organisations across Australia to use this innovative technology to enhance our customer service.

"It is proof of our continuous improvement program which is driving our processes to ensure we are a leader in this field."

Cr Glasheen said residents also would be able to offer advice or feedback about council's customer service via three voluntary questions at the end of their phone enquiry.

"Council is interested in residents' views or suggestions about how we can improve our service delivery. Any feedback will be used to see how our officers can better serve residents," Cr Glasheen said.

"Another advance will be an expansion of our online services to allow people to make any payment over the internet.

"Online enquiries and a greater presence and interaction with social media also will help residents lodge information about potholes, fallen trees or any emergency situation.

"Council is extending its range of service options and will continue to upgrade its level of personal service.

"Residents can rest assured they will be able to deal with officers face-to-face as well as via phone or online options.

"Council recognises the role every officer has in delivering services or information to the community every day across all of our operations. Everyone in council is involved in customer service in some way.

 "Councillors also will maintain a regular round of community engagement appearances, as well as attending shows across the region at the start of the year.

"More recently, councillors have organised appearances at shopping centres on the last Friday of the month around the region to allow residents to speak with us on their turf.

"All elected representatives are available by appointment and will maintain appearances at community events," she said.