Town service rated highly
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.