Working together to improve service
The Town of Victoria Park in Western Australia is taking customer service to the next level, focusing on building relationships with the community to provide services that suit customers’ needs.
‘You Me Community’ is what the Town is calling its commitment to refresh customer service.
A new customer service charter has been developed incorporating the vision of understanding what the community needs, and working with them in partnership to achieve it.
The charter sets out the Town’s customer service values and commitments, and outlines what the community can expect when communicating using the website, by telephone, in writing and face-to-face.
A new website was delivered earlier this year, providing a major improvement to the council’s 24/7 digital front door.
A customer request management system has also been introduced and allows a member of the community to keep informed about the progress of any requests for service that they make.
To assist with improving customer service, the Town has focused on training staff to make them aware of what is expected of them.
Staff members are also being measured against the agreed behaviours to ensure that they are living values and sticking to the commitments.
“In our drive to act more like a human rather than an organisation, be more proactive, show integrity and innovate in what we do, You Me Community was established to better care for our community,” said Chief Executive Officer, Anthony Vuleta.
“It’s about building sincere and long-lasting relationships with our community, and acknowledging the fact that it takes you and me to really be part of that community.”