Customer Services

Customer Services delivers essential functions for Council. To act as first point of contact: face to face via the contact centre, and 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. Far North District Council ensures customer service is aligned with Council’s Vision and Mission Statements, Key Performance Indicators, and other measures as required.

Customer Services contributes by

• Providing information on Council services and assist members of the community in doing business with Council.

– development so far – 

Facility Bookings

What we said  we would do in 2013/14

• 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.

What we did in 2013/14

• Maintained regular hirers at all venues, new hirers increased at most venues.
• Completed Process and Procedures Manual and conducting regular reviews.

Te Ahu Cinema

What we said  we would do in 2013/14

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

What we did in 2013/14

• Increased the number of special screenings.
• More focused training for Cinema staff provided.

Te Ahu Museum And Heritage

What we said we would do in 2013/14

• Develop a Revenue Management Strategy with a view to increase revenue opportunities.
• Continue to build key relationships with the Far North Regional Museum Trust, local community representatives including Iwi, Hapu, Dalmatian and the wider community, 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.

What we did in 2013/14

• Cadet employed through the Te Hiku Cadetship programme for a placement with the Te Ahu Museum was successfu

– what we have achieved in 2013/14 –  

• Made the Council 0800 free-phone number available to all NZ landlines and mobiles
• Completed bookings manual
• Initiated feedback surveys through the Contact Centre, for customers who had logged Requests for Service.

– where are we now? – 

• Ensure staff receive the training required to deliver a higher quality service for facility bookings.
• A review of the governance and funding structure of Te Ahu has been initiated and due to be completed prior to Council’s next Long-Term Plan.
• Volunteer numbers did not increase despite best efforts to recruit, people looking for paid employment. Challenge continues to recruit volunteers, as people are looking to secure paid employment, rather than volunteer support.

- key priorities planned for 2014/15 –

Transport Strategy and Advocacy Plan

• Continue to look for opportunities to increase revenue streams from facility bookings and cinema screenings.
• Continue to investigate provision of service offered through the Contact Centre, online/social media, Mobile Service, and other channels, as an alternative to service centres at Council’s smaller locations.

¹ Please refer to the Town Maintenance, Public Toilets, Car Parks and Amenity Lighting section of the Long-Term Plan (LTP) 2012/13 and the Annual Plans 2013/14 and 2014/15 for further information on priorities