New contact centre launches at Manningham

21 Aug 2017
Well Governed Council

As part of Council’s commitment to become a higher performing and more contemporary organisation, a new customer service contact centre commenced operations on 14 August 2017.

This new customer service model forms part of the Citizen Connect program and is the first in a series of projects being developed to make it easier to communicate and do business with Council.

The Contact Centre will be supported by additional customer service officers and a knowledge base system, providing staff with readily accessible, standardised information, processes and customer solutions to ensure a consistent service delivery.

Manningham Council CEO Warwick Winn said the new contact centre will deliver on Manningham’s vision to become a more contemporary, connected and customer focussed organisation.

"Manningham Council is using technology as a catalyst for change in its effort to become a higher performing organisation – delivering services that meet the community’s needs, expectations and preferences," Mr Winn said.

"The contact centre is capable of responding and resolving a wide range of service enquiries at the first point of contact, thereby providing a more valued, consistent and enhanced customer service experience."

The contact centre builds on a series of IT transformation projects underway at Manningham, including a customer relationship management (CRM) system, online payments, telephony upgrade, online planning applications – viewing and lodgement, and Information Management transformation.

"Manningham is putting our citizens at the centre of everything we do.

"We are focussed on providing real time interaction and more choices around how customers can connect with us to meet customer needs now and into the future," he said.