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City of hobart

AGENDA

Finance and Governance Committee Meeting

 

Open Portion

 

Tuesday, 15 May 2018

 

at 5.00 pm

Lady Osborne Room, Town Hall

 

SUPPLEMENTARY ITEM

ORDER OF BUSINESS

Governance

10.     City of Hobart - Customer Service Charter. 3


 

Supplementary Agenda (Open Portion)

Finance and Governance Committee Meeting

Page 2

 

15/5/2018

 

 

 

 

 

 

 

 

The General Manager reports:

 

“That in accordance with the provisions of Part 2 Regulation 8(6) of the Local Government (Meeting Procedures) Regulations 2015, these supplementary matters are submitted for the consideration of the Committee.

 

Pursuant to Regulation 8(6), I report that:

 

(a)     information in relation to the matter was provided subsequent to the distribution of the agenda;

 

(b)     the matter is regarded as urgent; and

 

(c)     advice is provided pursuant to Section 65 of the Act.”

        


Item No. 10

Supplementary Agenda (Open Portion)

Finance and Governance Committee Meeting

Page 3

 

15/5/2018

 

 

Governance

 

10.    City of Hobart - Customer Service Charter

          File Ref: F18/23214

Report of the Acting Director Corporate Services of 14 May 2018 and attachments.

Ms Sarah Phillips from Project Phoenix will provide the Committee with an overview of the Council's Customer Request Management System.

Delegation:     Council


Item No. 10

Supplementary Agenda (Open Portion)

Finance and Governance Committee Meeting

Page 4

 

15/5/2018

 

 

REPORT TITLE:                  City of Hobart - Customer Service Charter

REPORT PROVIDED BY:  Acting Director Corporate Services

 

1.         Report Purpose and Community Benefit

1.1.     The purpose of this report is to present the final text for a revised Customer Service Charter for consideration and approval by the Committee and Council, following internal and external consultation.

1.2.     The Local Government Act 1993 requires councils to have a customer service charter which outlines the service standards their communities can expect when conducting business with their local council.

2.         Report Summary / Background

2.1.     The Council endorsed a draft charter for release for consultation at its meeting on 23 October 2017. The draft appears as Attachment A to this report.

2.2.     The document was circulated for internal and external comment during November and December 2017.

2.3.     Consultation was promoted through advertisements and articles featuring in The Mercury, Hobart Observer and City News; via the City of Hobart’s Facebook page and Your Say Hobart; by correspondence to community and progress associations and promotion through the Customer Service Centre and via email to all City of Hobart employees.

2.3.1.     A total of 23 submissions were received. Of these 6 were external and 17 from employees.

2.4.     Feedback relating to the draft Charter included commentary on the use of social media, suggestions around language, presentation and response times.

2.4.1.     Other feedback related to non-related operational matters which have been addressed with the individuals concerned.

2.5.     Changes made to the final draft shown as Attachment B, include the following:

2.5.1.     The inclusion of the City’s values as the basis for our performance;

2.5.2.     The inclusion of further clarification in relation to the contact standards

2.5.3.     Changes in language style to target the widest audience; and

2.5.4.     The addition of contact details for customers with first languages other than English.

 

3.         Recommendation

That:

1.      The text for the final customer service charter, shown as Attachment B to this report, be approved.

2.      The charter be further reviewed in the first quarter of 2019 following the implementation of the Council’s customer request management system, to reflect the increased functionality available from that system and to enhance customer relationship management.

3.      All contributors to the consultation be advised of the outcome.

 

 

4.         Proposal and Implementation

4.1.     It is proposed that the text for the charter as shown in Attachment B be endorsed.

4.2.     The Charter will be published by the City’s Marketing Unit in line with Council’s branding style guide.

4.3.     The Charter will be further reviewed following the release of the Council’s customer request management system in the latter quarter of 2018 to reflect the improvements in customer relationship management which will be available from that system.

5.         Strategic Planning and Policy Considerations

5.1.     The availability of a clearly understood customer service charter is a fundamental link between the Council and the community it serves.

6.         Financial Implications

6.1.     Funding Source and Impact on Current Year Operating Result

6.1.1.     There is no financial impact arising from this report.

7.         Legal, Risk and Legislative Considerations

7.1.     The Local Government Act 1993 requires all councils to adopt a customer service charter which outlines service principles and is available via the internet, and for purchase and public inspection, during office hours.

8.         Social and Customer Considerations

8.1.     As well as being a legal requirement, the adoption of a customer service charter provides clarity around service delivery both for Council’s customers and employees.

9.         Community and Stakeholder Engagement

9.1.     A consultation process was conducted both internally and externally during November and December 2017, with changes made to the original draft in line with suggested improvements.

10.      Delegation

10.1.   This matter is reserved to the Council.

 

As signatory to this report, I certify that, pursuant to Section 55(1) of the Local Government Act 1993, I hold no interest, as referred to in Section 49 of the Local Government Act 1993, in matters contained in this report.

 

M_johns_adobe signature

Margaret Johns

Acting Director Corporate Services

 

 

Date:                            14 May 2018

File Reference:          F18/23214

 

 

Attachment a:             Draft Consultation Charter  

Attachment b:             Final Draft Charter   


Item No. 10

Supplementary Agenda (Open Portion)

Finance and Governance Committee Meeting - 15/5/2018

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ATTACHMENT a

 

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Item No. 10

Supplementary Agenda (Open Portion)

Finance and Governance Committee Meeting - 15/5/2018

Page 10

ATTACHMENT b

 

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