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Media Release
29 July 2009
Yarra Council makes a statement on service
Yarra residents will have a clear picture of the standards they can expect on a wide range of services from Yarra City Council, following the launch of a Customer Service Guarantee.
Chief Executive Officer Dr Andi Diamond said today the guarantee was a strong statement to the community that Council was serious about improving its service delivery.
“The guarantee lists 60 measurable targets for frequently requested services and other measures that we believe are important to the community,” Dr Diamond said.
“The targets haven’t been set because they are easy to hit. They are realistic, but they are also a challenge for Council to lift our standards.
“Our community has told us that they want to see Council lift its customer service delivery and this guarantee is a statement of our intent to respond to this message.
“Council will track how it is performing against each of the individual guarantees over the next 12 months and then report back to the community on how we have performed.
“If we have not achieved the target, we will report back on what we intend to do to ensure we achieve it in the future.”
Mayor Cr Amanda Stone said the guarantee was one component of a major new focus on improving Council’s customer service delivery.
“Improving our customer service is one of Council’s key priorities in the recently adopted four-year Council Plan,” Cr Stone said.
“The Customer Service Guarantee is a bold statement of our intent to deliver high standards to our community,” she said.
Other improvements underway include introducing a single customer request tracking system across the organisation, streamlining processes on the handling of customer phone requests, overhauling the Council website, staff training and improving the understanding of customer attitudes and needs.
“It was pleasing to see in the 2009 Community Satisfaction Survey, conducted by the State Government, that Yarra’s score for customer contact increased significantly to be one of the highest of the 15 inner-Melbourne Councils,” Cr Stone said.
“This is a good indicator that our new focus on customer service is beginning to lift our performance,” she said.
Residents are encouraged to contact Access Yarra on 9205 5555 if they would like to discuss any aspect of the Guarantee or report an instance where they believe Council is failing to meet its commitment.
Further information
For media enquiries about this issue, please contact:
Ainslie Gowan
Coordinator Communications and Public Relations
Richmond Town Hall
333 Bridge Road Richmond
Telephone 9205 5177, 0400 933 700
Email ainslie.gowan@yarracity.vic.gov.au
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