New Customer Service Centre to deliver significant savings

Published: Friday, 20 July 2018 at 10:07:16 AM

Along with significant cost savings, the City of Greater Geraldton’s new Customer Service Centre will increase service delivery with a fit for purpose modern customer contact centre.

The first of its kind in the Midwest region, the Centralised Customer Service Contact Centre Project is set to take the City into the 21st century and boost efficiencies in customer service.

City of Greater Geraldton Mayor Shane Van Styn said the new Centre which was about to be built would solve many issues that both customers and staff were facing.

“Several reviews of the City’s customer service delivery have identified a number of inefficiencies and areas for improvement along with some serious customer privacy, security and employee OSH issues,” he said.

“The current working area is cramped, inadequate and inefficient with officers answering phone calls at the front counter, counting of cash in front of the public and phone staff being split between three separate locations with no visibility of the front counter and vice versa.

“Ultimately, the new Centre will make interacting with the City easier and more efficient for both the community member and the staff serving them.”

Extensive community consultation was undertaken which indicated that the Geraldton public favoured a streamlined customer service process and a greater use of technology in terms of credit card, phone and online payments, alongside other services such as web-chat.

With more than 3,000 people on average contacting the City every week either in person, by telephone, mail and email, the new refurbishment will allow for technological advancements and more streamline processes.

Works on the new Centre will begin on 21 July and are set to be completed by 6 August.

It will be business as usual for customers and they can still come into the Civic Centre to access services as usual. There may be some minor disruptions with noise as the works occur.

Residents are also reminded that there are several other options for paying accounts rather than in person and over the counter. These options include telephone, mail and online options. Rates are payable via mail, BPay and internet.

Head to https://www.cgg.wa.gov.au/pay-online/online-services/onlineservices.aspx to check out the City’s online payment services.

For more information email the City at council@cgg.wa.gov.au or call 9956 6600.

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