Council is constantly seeking ways to improve the quality of service provided to the Tablelands community with a recent appointment of a Councillor Liaison Officer, a positive indication of customer satisfaction and an updated Customer Services Charter.
“This financial year we have received more than 10,000 service requests already, an increase of more than 3,000 in the same time last year,” said CEO Hurriyet Babacan.
“Customer and community services are of paramount importance to Council and are at the heart of everything we do.”
A Councillor Liaison Officer now assists customers who have approached Councillors with a range of service and program enquiries as Councillors, under the Local Government Act, are not allowed to engage in operational aspects of Council work. This role is also a pivotal point of referral and management of constituent complaints and requests, helping customers to understand the complex role of local government and the service it provides.
Each year Tablelands Regional Council randomly selects residents and ratepayers to provide feedback on their customer experience. The user experience surveys are designed to determine expected levels of service and feedback for service improvements.
In the recently completed surveys more than 220 Tablelands residents rated their satisfaction of services at around 85%, an overall improvement of 7% from the previous survey.
“We are thrilled to be providing excellent customer service in terms of quality of service, timeliness of response and addressing key issues raised by our community.
“It is a credit to the commitment of our staff that we have received such a positive reinforcement of what we are doing by the people in the community that we serve.
“Improving the services provided to ratepayers, residents and tourists by continually seeking feedback and improving our processes helps us to reach this goal,’ explained Ms Babacan.