|Media Release: Canning Awarded for World's Best Customer Service|
23 March 2016
THE CITY OF CANNING’S CUSTOMER SERVICE JOURNEY HAS RESULTED IN THE CITY BEING AWARDED THE 2016 INTERNATIONAL SERVICE EXCELLENCE AWARD IN THE GOVERNMENT CATEGORY (21 MARCH, USA).
The award recognises the City of Canning as one of the best government organisations for customer service in the world.
“The award places the City of Canning at the forefront of customer service in Australia and around the world,” CEO Lyn Russell said.
Since the council established its contact centre in October 2014, the City has significantly improved customer satisfaction from 68% to 97%. The customer service approach has improved efficiency, reducing call volumes by 30%, and 85% of enquiries are resolved on the first call.
“The City has had a clear objective to make excellent customer service our primary focus for the past two years. We have been driven to improve the customer experience and through that to improve efficiencies across the organisation.”
“This international award shows other government organisations what can be achieved for their customers in a short time frame,” Ms Russell said.
“The City has undertaken wide ranging customer service improvements across the organisation, reviewing its customer service systems for all types of enquiries. The City has implemented programs to improve phone call responses, it has carried out customer feedback surveys, created improved reporting systems, developed mobile capabilities for our field workers and created a culture focussed on the customer,” Ms Russell said.
The City’s customer service program has already received a series of awards including the prestigious 2015 National and the State Awards for Australian Service Excellence (local government) in Melbourne hosted by the Customer Service Institute of Australia on 28 October 2015. The City also won the award for the Best Government Contact Centre (30 FTE or less) at the Government Contact Centre Summit in August 2015.
“It has been a rewarding journey for the Canning community and staff in recent years. This international award means that the hard work has really paid off, and the community now has a local government it can be proud of with customer service at the centre of everything it does,” CEO Lyn Russell said.
About the City of Canning
The City of Canning encompasses the suburbs of Welshpool, St James, Bentley, Queens Park, East Cannington, Cannington Wilson, Ferndale, Lynwood, Shelley, Rossmoyne, Riverton, Willetton, Parkwood, Leeming and Canning Vale. With a multicultural population of 100,000 people, providing over 40,000 jobs and with a GRP of over $10.08 billion, the City of Canning is a diverse and dynamic community full of growth and opportunity.