Activity: Customer Services

Customer Services delivers essential functions for Council.

• To act as first point of contact face to face, contact centre and via the Far North District Council website.
• To handle customer requests for information and service.
• To receive and process payments.
• To liaise with all departments throughout the organisation for our customers.
• To value our diverse lifestyles and unique environment.

The role that Council plays in the delivery of Customer Services is to act as first point of contact for residents, ratepayers, and visitors to our district. It is an essential role that enables people to do business with Council.

Key facts 

Council maintain service centres in the following locations: 

• Opononi.
• Kaeo.
• Kaikohe.
• Kaitaia.
• Kawakawa.
• Kerikeri.
• Rawene.
• The service centres complete an average of 100,000 transactions (financial and non-financial) per year.
• The Call Centre deals with an average 140,000 calls per year.

Our major achievements in 2012/13 

• 34% of residents contacted Council in the last 12 months by telephone and of those, 81% were very satisfied or satisfied. 
• Of those residents who have visited a Council office or service centre in the past 12 months, 83% were satisfied with the service received.
• Of the residents contacting Council in writing in the last 12 months, 63% of these residents were very satisfied or satisfied with Council service. 
• The Te Ahu visitor survey took place in January 2012. Visitors surveyed were overwhelmingly satisfied with their visit, 92% rating it between 7 and 9 on a point scale being (9=extremely satisfied). Also continuing to receive positive feedback in user surveys from people hiring Te Ahu venues. 
• Staff across service centres participated in the earthquake “Drop Cover Hold” Civil Defence exercise along with some customers. 
• Completed updates to a number of customer service procedures as part of the continuous improvement process. An example of this was the receipting and bookings module. Testing processes and ensuring alignment right across the organisation. 
• Enhanced Contact Centre reporting to better monitor traffic flows to improve performance. 
• Researched best practice methods for surveying customers. Aim to survey why customers contact us and their preferred contact channels. 
• The number of overdue Requests for Service (RFS) has steadily declined over the year. Customer feedback received through the draft Annual Plan 2013/14 was positive as their RFS was addressed more appropriately and in a timely manner. 
• Events held at Te Ahu are on the increase. Staff are volunteering at events and actively encouraging other locals to become part of a volunteer group at Te Ahu. 
• Completed first work experience trial for young people looking to enter the workforce (via People Potential). Viewed as a success and Council are keen to adopt the work experience programme.

Challenges we experienced

• Experienced technical issues with the Contact Centre phone system during some months.
• Customers referring to older phone books using an old Council phone number causing problems contacting us. 
• From the draft Annual Plan 2013/14 complex rate information required “frequently asked questions” to be developed. This ensured staff could support the department with the high volume of customer enquiries. 
• Increased demand for Te Ahu venue bookings. Council staff ensured hirer’s needs were met, venues were ready and inspected after each hire. 

Plans for the next 12 months 

Facility Bookings

• Increase revenue opportunities by maximising the use of venues and equipment for hire.
• Deliver a quality hirer and visitor experience by providing a welcoming, knowledgeable and professional service.
• Establish and continue to review Council’s booking procedures.

Te Ahu Cinema

• Increase revenue opportunities by facilitating special cinema screenings.
• Deliver a quality experience by providing a welcoming, friendly and professional operation and service.

Te Ahu Museum and Heritage

• Develop a Revenue Management Strategy that looks at increasing the revenue opportunities.
• Continue to build key relationships with the Far North Regional Museum Trust, local community representatives including Iwi, Hapu, Dalmatian and Pakeha, as well as other Museum and archival providers.
• Increase the pool of experienced and skilled volunteers and other such personnel that enables the Museum to operate seven days a week.
• Deliver a quality visitor experience by providing a welcoming, knowledgeable and professional service.