Tuesday, November 14, 2023

11:45 AM - 12:15 PM

Breakout Room Matiu

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Overview

Presented by Megan Connew-Simmons, Hutt City Council

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Details

The Customer Service Excellence project, under the umbrella of Te Kōhao/Go Digital, seeks a more unified approach to customer experience and better alignment of our systems to support this. It is primarily a research project focussed on understanding how our community want to engage with Council, We undertook this project because we want to future-proof our ability to better understand our community, expose opportunities, and prioritise their needs in ways that are innovative and effective; delivering co-ordinated, quality services where and when people need them. Desired outcomes The aim is twofold: To ensure Council has the appropriate business model and framework, in the form of unifying processes and systems, in place To ensure Council is best-placed to manage the required change, from a structural and cultural perspective, that will deliver a shift in thinking about customer service across the organisation. Our goals are: To ensure there is “no wrong door” for customers Customer interactions are supported and driven by intelligence, reliable data, feedback and continuous improvement. The Customer Service Experience Project is helping to inform and ensure we meet our customer needs for the future. It is the key foundation piece before ‘Te miro mā’ Where we are going. The key driver of this project was Council’s aspiration to create a customer centric operating model and meet the growing expectations of customers. Customers expect council services to be more personalised and available when and where they need them. They expect council to work more effectively as an organisation, while continuing to manage costs responsibly.

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Speaker