Presented by Raewyn Bennet Group Manager - Customer Service Auckland City The 1999 Local Government Customer Services Conference New Plymouth, New Zealand August 5th & 6th, 1999

an Auckland City perspective

m Customer m Customer Service Service Delivery m Process m Process Re-design m Organisational m Organisational Culture

m Customer Service Delivery m Process Re-design m Organisational Culture

m easy m easy ACCESS m prompt m prompt & efficient m consistent m consistent & correct information m minimise m minimise transfers  Key Customer service drivers  Key Customer service principals m “quick, m “quick, competent answers & solutions” m “one m “one call does it all” m “channels m “channels of choice”

My home is here? Rates? My business is here? Complaint? The pot-holes are here? Pre - Call Centre ?

One number Customer Service Calls Resolve Transfer to Specialist 100% CALL CENTRE Customer Service Reception Service Answered Unanswered message taken & ed Group pick-ups Reception Business Case Model

Situation One Year Later Intended DDI Recipient Internal transfer for general customer service DDI 75% Answered Unanswered - message taken and sent Intended DDI recipient Internal transfer for general Customer Service Reception Resolved in Call Centre 54% Transferred to Specialist 30% Resolved in Incident Response 16% Customer Service 25% (Undifferentiated call management) Customer Service (40%) Reception Service (60%) Customer Service Calls CALL CENTRE

Telephone Channels Transferred to Specialist [20%] Call Centre Service Centre [80% Resolved] Specialist Skill Sets Current Situation Intended DDI recipient Auto Attendant Call Centre Reception Centre Messages Voice Mail Group Hunt Answered Customer Service Number Series Specific Service Types Request for General Customer Service DDI Direct line - Existing relationship Information Line 379 INFO 24 hr information access Head Office Request for named Person

Telephone Channels Transferred to Specialist [20%] Call Centre Service Centre [80% Resolved] Specialist Skill Sets Intended DDI recipient Auto Attendant Call Centre Reception Centre Messages Voice Mail Group Hunt Answered Customer Service Number Series Specific Service Types Request for General Customer Service DDI Direct line - Existing relationship Information Line 379 INFO 24 hr information access Head Office Request for named Person Internet Internet Channel Future Direction

m Customer Service Delivery m Organisational Culture m Process Re-design

 Process design drivers m alignment to organisation strategies -eg call centre m customer orientation m migration to channels of least cost m increased efficiency and effectiveness

m customer / process orientated -customer triggered -“end to end” process design m “front end” or “channel” focus -‘one call does it all’ -workflows and call flow driven m leverage technology -maximise on-line capability -systems integrity  Key Design Principles

processes tools systems training trust Call Centre Resolved CSR Specialist Transfer

Customer Service Delivery Process Re-design Organisational Culture

m introduces a “new species” of service people - generalists - service professionals - empowered, self confident m new ways of thinking -very structured & disciplines -process orientated m drives an enterprise approach -eliminates functional silos