Residents of Western Australia’s Wangara and surrounding areas within the City of Wanneroo have been getting top attention from the local council’s customer service team.
Innovative practices introduced by the city’s Customer Relations Centre have contributed to the team receiving the prestigious 2014 AusContact Association Innovation Award.
The highly renowned accolade has been described by City of Wanneroo Mayor Tracey Roberts as an amazing achievement – one that has put them on par with some of the state’s largest commercial entities, including Bankwest, GESB, and iiNet.
She said the program sought to identify outstanding performance by staff across 13 different categories, and the results indicated that the city’s initiatives to provide a high standard of services and improve life for residents were achieving its goals.
The Customer Relations Centre provides the initial point of contact for customers and, as such, a series of new systems were implemented to improve timeliness, effectiveness, and continuity in dealings with the public.
Telephone enquiries have also been dealt with more expediently by staff at the centre, with 84 per cent of enquiries resolved at the first call.
Innovation has been seen as key to its success and worthy of future city promotions, such as brochure and flyer printing.
The City of Wanneroo will now be represented at the national awards to be held in Melbourne in October.
