Customer service trial extended
Customer Service is now available 24/7 at Mornington Peninsula Shire Council, Victoria, with the introduction of the online Web Chat system.
The initial four week trial was so successful it was extended for a further two months.
During the first four weeks the service received 1069 chats, with an average of nearly 80 chats per day on the weekend and 30 chats after hours during the week.
Web Chat allows residents live access to a Customer Service representative instantly online over the weekend and after work.
Increasing online support reflects the changing needs of residents with the number of online interactions and online payments steadily increasing.
Online services allow the community to contact Council at a time that suits them from the comfort of their own home.
Council’s website had more than 2.5 million users last year, with visitors looking up information and completing online payments, service requests, kindergarten applications, tender submissions, permit applications or reporting problems such as fallen trees.