Customer Service Principal & Regulations

Aim For 80

The Aim for 80 Campaign is not talking about Council's traffic management in Wyndham but our customer contact satisfaction score in the State Government's annual survey of local governments. Since the inception of the survey, Council has normally sat in the mid 70s for a score. It's now time to raise the bar!

Wyndham Council is a large organisation delivering more than 100 services to the community. We recognise that providing our customers with a high standard of service is critical. And yes, we can continue to improve our service just as we have been doing over the past decade. We cant change overnight but we are taking steps to change for the better.

Culture & Customer Service

As an organisation we are continually working on improving our culture of service. Our efforts are focusing on developing a constructive culture where staff:

• make things happen and deliver what they promise
• act with integrity
• go out of their way to assist you and satisfy your needs
• make you feel welcome and treat you in a friendly and courteous way

We will pursue this goal by looking for specific skills when recruiting and developing a program to recognise good customer service behaviour. Our staff will also continue to update their skills through relevant customer service training so that as an organisation we are achieving better service outcomes for our customers.

These actions will provide highly motivated and committed staff who provide quality services to customers.

Use Technology to Achieve Service Improvements

We will continue to review our website to ensure it is up to date and relevant to your needs. We will also ensure our internal customer request tracking system is used to its fullest capacity. The Council will continue to investigate and provide access to suitable technology that will ensure staff have the latest information when dealing with customers.

Technology will be used to improve access to information and provide staff with more efficient and effective tools for service delivery.

Of course these are only a couple of steps in the process ahead. So here is where we need your help: If you have had recent contact with Council, please contact Council's Customer Service Coordinator to outline how satisfied you were with the quality of the service you received. In keeping with the above, Council would like to recognise staff that have shown the attitude and behaviour needed to provide good service. Similarly if there are some areas that need improvement, we need to know about it.

To provide your feedback, please email mail@wyndham.vic.gov.au and mark it to the attention of Customer Service Coordinator or drop a note to Customer Service Coordinator, Wyndham City Council, PO Box 197, Werribee VIC 3030.

Between us I am confident we can get that customer contact satisfaction score over 80 - that has to be good for customers and Council.

Further Information