1% - Waikato District Council

94NAVIGATING THE FUTURE | WAIKATO DISTRICT COUNCILStrategic Direction ContributionsPrimarySecondarySustainable CommunitiesCustomerDeliveryCustomer delivery is one of the key ways residents can contactus about the issues and questions regarding the services weprovide. This includes staff in our libraries and service centres,and our call centre.Customer Service centres are located in Ngaruawahia,Huntly, Raglan and Tuakau, provide face-to-face access for, billpayments, rates enquiries, district plan enquiries, submissionand consultation documents as well as general enquiries.Through this plan we will be introducing a new servicecentre at Te Kauwhata library.A planning enquiry service is regularly available at Tuakauand Ngaruawahia for enquiries regarding building andresource consents.Our call centre was expanded in 2010 to meet the increasedcall volumes that resulted from the change to our boundary.With the addition of all web and email enquiries via Contact Usnow being processed centrally, the call centre will be referredto as the contact centre in the near future.In order for our customers to feel supported outside of normalworking hours, an after-hours service is provided by HamiltonCity Council.ObjectiveThriving Waikato: Customers are delivered an effectiveand responsive experience.How we’ll know we are on trackRespondents are satisfied or very satisfied with the overallservice received when contacting the council as measuredby the annual satisfaction survey.Respondents who deal with front-line staff are satisfiedor very satisfied with the service they receive as measuredby the Annual Satisfaction Survey.Respondents who contact the council by phone are satisfiedor very satisfied with the service they receive as measuredby the Annual Satisfaction Survey.Percentage of all calls to the council’s main telephonenumber which are answered within 30 seconds.Percentage of all calls to the council’s main telephonenumber which are abandoned (caller hangs up).Proposed level of serviceEfficient and effective service from customer delivery and callcentre teams.Targets10/11 Actual Year 1 Year 2 Year 3 Years 4-1074% 75% 75% 80%NewMeasureNewMeasureNewMeasureNewMeasure90%90%70% 70% 75%80% at20 seconds