Customer Service Overview - Presentation Diane Robertson and Stephen Beckett joined the
meeting.
Diane noted how this presentation came about on the back of a number of issues.
Stephen took CLT through some information around the current state. Shared a diagram about
different ways that items come through to the team. Noted that 'report a problem' has come to the
end of its lifecycle so we cannot do more development with it which is a challenge.
Act
Key challenges were discussed including reporting and resourcing.
Jo queried how we are aligning our technology systems. Discussed the need for process work to take
place first to ensure that the right technology systems are put in place. Jarred noted there is
Meetings
definitely a balance between process work and technology adjustment to ensure that quick wins can
be achieved, and longer-term solutions implemented.
and
Jarred noted the level of urgency on some of these items.
Kelly noted there is more we can do working together. Recruitment is a challenge.
Kara suggested that maybe we need to do a review to of what we are doing to make this change.
Infromation
Asked that Lyndon, Kelly and Jarred to meet offline to discuss what could be done.
Diane Robertson and Stephen Beckett left the meeting.
Official
Government
Local
the
under
Released
Act
Meetings
and
Infromation
Official
Government
Local
the
under
Released
Channels & Customer Experience
Who We A
Act
re
Meetings
and
People
Behaviour sits at the centre of effective design that means understanding interactions and barriers. We listen and
observe.
Infromation
Information, Data and Values
By researching, monitoring, and measuring we can improve, person
Official alise, automate, and map what is of the most
value when considering processes and technology.
Customer touchpoints and channels
Government
We look across both physical and technical to connect the dots.
Local
the
Technology Design
Our goal is to simplify by implementing
under agile and easy to use technology solutions that aid staff and customers.
Released
Act
Meetings
and
Infromation
Official
Government
Local
the
under
Released
Act
Meetings
and
Infromation
Official
Government
Local
the
under
Released
Act
Meetings
and
Infromation
Official
Government
Local
the
under
Released
Act
Meetings
and
Infromation
Official
Government
Local
the
under
Released
Act
Meetings
and
Infromation
Official
Government
Local
the
under
Released
Act
Meetings
and
Infromation
Official
Government
Local
the
under
Released
Act
Meetings
and
Infromation
Official
Government
Local
the
under
Released
Act
Meetings
and
Infromation
Official
Government
Local
the
under
Released
Document Outline