Annual Report 2009/2010 - Hawkesbury City Council - NSW ...

Component 91 - Customer Service
Officer: Executive Manager - Community Partnerships
Service Statements Key Performance Indicators Target Progress
1. Provide counter and
telephone customer
services to City Planning
customers.
1.1 All frontline counter and
telephone customer enquiries
responded to (to satisfaction
of customers).
All frontline customer
enquiries answered (no
drop-outs)
No customer service
complaints.
Achieved.
1.2 Customer requests for
technical advice logged and
forwarded to responsible
officer.
Customer service
enquiries logged and
forwarded within 1
working day.
Achieved.
2 Provide counter and
telephone customer
services to City Planning
customers (Health +
Environment).
2.1 Turn around time for
- Section 735A
Certificates - Section
121ZP Certificates
80% completed within 10
working days
Total number of Certificates
issued 103 - up to or less then
10 days - 100% compliance.
3. Align Council's
Customer Service
processes with
International Customer
Service Standard (ICSS)
benchmarks
2.2 Turn around time for
- Food Premises
Registration -
Hairdressers/Skin Penetration
Registration -
Drainage Diagrams
ICSS self assessment
completed and submitted for
Certification Assessment by
Customer Service Institute of
Australia.
90% completed within 10
working days
Council awarded Certified
Customer Service
Organisation status by
Customer Service Institute
of Australia.
254 Registrations - Skin
Penetration/ Hairdressing - 92,
Food Premises & Temp Food
Premises - 40, Drainage
Diagrams - 22. 99.6%
completed within 10 working
days.
ICSS self assessment completed
and lodged with CSIA. Awaiting
on- site visit to interview staff to
complete assessment.
4. Provide quality customer
services (maintain and
improve customer
satisfaction levels).
Customers surveyed (through
bi-annual Community Survey
program) and rate Council's
customer service provision as
satisfactory
Increase in mean
satisfaction rating (using
results of 2007
Community Survey as
benchmark)
2009 survey has recorded a
statistically significant increase in
customer satisfaction for
Council's overall performance
and consultation with
community.
Page 28
2009/2010 Annual Report