NATIONAL LOCAL GOVERNMENT CUSTOMER SERVICE NETWORK INC TASMANIAN CHAPTER MEETING WEDNESDAY 02 DECEMBER 2015

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1 PRESENT Ashlie Woolley Kristy McConnon Danielle Harvey Helen Wise Leeanne Wheeler Shelley Mountney Jacquie Leonard Helen Parker Stephanie Chapman David Pyke Brooke Clarke David Banks Philippa Basham Michelle Frankcombe Bronwyn Rigby Lindy Ingham Gabrielle Browning Debbie Hutchinson Louise Ryder Sorell Council Sorell Council Kingborough Council Devonport Council Devonport Council Dorset Council Dorset Council City of Launceston City of Launceston City of Launceston Meander Valley Council Meander Valley Council Hobart City Council Hobart City Council Northern Midlands Council Northern Midlands Council West Tamar Council Glenorchy City Council Derwent Valley Council Derwent Valley Council GUEST SPEAKER David Callaghan LivePro APOLOGIES Sue-Ellen Ellis West Tamar Council Meeting Opened 9.45am Introduction and Welcome, President of the Tasmanian Chapter welcomed attendees and outlined the day s agenda. 1

2 Guest Speaker: David Callaghan LivePro Customer Service Knowledge Management Digital Platform Demonstration President of the Tasmanian Chapter Morning Tea Dave Callaghan is an Account Director of a Customer Service Knowledge Management System, LivePro. Dave presented a demonstration specific to the needs of Local Government using live examples of the knowledge management system. Dave demonstrated the features of the system, that included: Simple navigation and search functionality Announcements eliminate overload Compass guides your team to the correct outcome Reporting understand knowledge utilisation and team and customer behaviours Quiz feature Profiling your team and key contacts Scheduled publication Periodic Knowledge review Cloud base anyone can access the information at any time Feedback feature Version Control introduced Live Web Conferencing and online on-demand training that is being provided by the National Local Government Customer Service Network. Members of the network will have the ability to participate in meetings and workshops from their computer, tablet or smart phone. More information and login details will be provided to all members in January For further information contact: David Callahan Account Director LivePro P: M: E: dave@livepro.com.au W: 2

3 Pauline Webb, Canada Bay City Council Pauline Webb thanked David Pyke for his commitment to the National Customer Service Network via video. presented David with a gift on behalf of the Network., President in the Chair Chapter Meeting Apologies As detailed on Page 1 Confirmation of Minutes The minutes of the Tasmanian Chapter meeting held on 19 August 2015, as circulated, were confirmed moved and Danielle Harvey seconded. General Business NLGCSN currently has an expression of interest out for training in Not all courses are face to face, however most trainers can modify to be online and therefore significantly cheaper: Carried Armed Hold Up Training: approximately $1800 per course face to face (plus travel costs) 15 participants allow $200 pp. Self Awareness training (Myers Briggs): $300 per person min 6. Effective Communication $1000 per person min 4. Leadership skills $1200 for the program. Recruitment skills $1100 per person, min 6. HR Fundamentals for Line Managers TBA. Introduction to Social Style workshop (100% online) with Self Perception instrument $150 per person. Introduction to Social Style workshop (100% online) with Multi- Rater instrument $375 per person. The Social Style program teaches individuals how to predict others' behaviour and what to do to make the relationship productive. The program may sound similar to other programs however, participants who have completed other programs such as DISC, MBTI, and Hogan's LSI consistently remark on Social Style's pragmatic and actionable nature. The difference is due to 75% of the program being focussed on Versatility - how to earn the support and respect of others. Please forward your interests to rshafe@kingborough.tas.gov.au or ashlie.perry@sorell.tas.gov.au. 3

4 Future Meetings Open Forum 2016 meeting dates: 2 nd March 2016 at Meander Valley Council Training day with Janelle Nisbett, Progress Training Systems. To be confirmed. 1 st June 2016 at Sorell Council Agenda to be discussed. 7 th September 2016 at Devonport Council Agenda to be discussed. 7 th December 2016 at Campbell Town Agenda to be discussed. Suggestions for future meetings: Conflict management training. Demonstration of Veolias new waste management truck and video recording systems. Presentations by Councils. If your Council is interested in sharing a presentation, please forward your interest to ashlie.perry@sorell.tas.gov.au. Kingborough Council demonstrated the Customer Service Knowledge Portal that he has created for Kingborough Council Customer Service staff. Use of the newly renovated Customer Service area is going well. Television Screens have been installed in the Customer Service area. Currently looking in to introducing self-serve touch screens. Attended the National Local Government Customer Service Conference in October. Question to members: Does your Council have a specific Customer Service uniform? Group discussion. Councils do not seem to have a particular Customer Service uniform but they have an organisational uniform. Sorell Council Waste Management Tender finalised. Veolia are continuing to service rubbish and recycling and have installed cameras to their trucks. Veolia forward a daily service report to Customer Service which is assisting with all enquiries regarding missed collections and refusals. 4

5 New Customer Service staff roster has been implemented. Customer Service is currently developing a Customer Service handbook to include all procedures and policies. Fact sheets are being created for knowledge. Devonport City Council Living City project is progressing. Service Tasmania is looking at taking on some of, or all of Devonport City Councils customer service. Launceston City Council Shoretel phone system going well. The full software has mandatory wrap-up codes for all phone calls. Interviews for available positions have been successfully filled. Staff member has effectively taken on the training of new staff. Northern Midlands Council Human Resources Policies have been updated. Shoretel phone system to go live at the end of December ,000 letters have been sent to rate payers regarding the Launceston Airport TRANSlink Precinct project. Payroll has recently gone live to Superannuation Clearing House. Second rate instalment has concluded. Glenorchy City Council Gabrielle Browing is new to the positon of Customer Service Coordinator at Glenorchy City Council. Dorset Council New renovations to commence in the Customer Service area in December. Recent redundancies have resulted in extra work loads for staff members. New Trainee has been employed in the Regulatory Services Department and a new Marketing and Events Coordinator has 5

6 been employed. Lease agreements and keys to community facilities are now managed by the Customer Service department. Commenced Health and Wellbeing workshops. Shoretel phone system is now live. Purchased dual screens for work stations. Issues with lack of rubbish wheelie bins with the waste contractor. WH&S Audits have commenced. Two new trainees have been employed for the outdoor workforce. Second rates instalment completed. West Tamar Council Lindy Ingham is new to West Tamar Council. New website is being designed. Experiencing issues with waste management contractors. Meander Valley Council Business impact analysis and business continuity plan are to a draft stage. Customer Service Standards are currently under review. Shoretel phone system is live, experiencing some issues. Waste Management tender finalised. Toxfree were the successful applicants. Annual hard waste completed for Hobart City Council Hobart City Council is under a new Director and is reviewing 20 years of practice. They are looking at remodelling the complete Customer Service department. Updating phone system. Customer Service Charter is currently available for public consultation. 6

7 Derwent Valley Council New CRM system this is helping to broaden what Customer Service do. Council policies are being reviewed. Next Meeting Meeting Closed General Meeting to be held 2 March 2016 at Meander Valley Council 1.00pm 7