Town ser­vice rated highly

Western Suburbs Weekly - - Near You -

FRONT counter staff at the Town of Mos­man Park pro­vided the best ser­vice of 43 coun­cils stud­ied na­tion­wide, a re­cent tele­phone survey has found. “Our staff were com­mit­ted to pro­vid­ing high-qual­ity cus­tomer ser­vice to the com­mu­nity at a time when the very fu­ture of the Town and its staff was un­clear in the con­text of lo­cal gov­ern­ment re­form, so this made th­ese re­cent re­sults even more spe­cial,” chief ex­ec­u­tive Kevin Poyn­ton said. In mid-2014, Mel­bournebased Cus­tomer Ser­vice Bench­mark­ing Aus­tralia (CSBA) called about 30 ratepay­ers who were ques­tioned about the ex­per­tise, man­ner and en­thu­si­asm of counter staff who help the pub­lic with in­quiries about plan­ning, build­ing, tech­ni­cal ser­vices, com­mu­nity de­vel­op­ment and rangers, The coun­cil claims the re­sults of the $5000 survey showed Mos­man Park beat larger ci­ties, in­clud­ing Vic­to­rian ci­ties of Yarra and Monash. Cus­tomer ser­vice man­ager An­gela Si­cree has two full­time staff backed by eight other mem­bers of other de­part­ments who can fill in at the front counter at short no­tice. Ms Si­cree said the survey re­flected coun­cil train­ing that re­quired counter staff to get a knowl­edge of other ser­vices and de­part­ments. “So they now an­swer 90 per cent of calls, as op­posed to just putting them through to another depart­ment,” Ms Si­cree said. Another in­ves­ti­ga­tion by con­trac­tors Catal­yse last Au­gust found cus­tomer sat­is­fac­tion among 24 WA coun­cil was the high­est at Mos­man Park.

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