NATIONAL LOCAL GOVERNMENT CUSTOMER SERVICE NETWORK INC

TASMANIAN CHAPTER MEETING WEDNESDAY 02 DECEMBER 2015

PRESENT Ashlie Woolley Kristy McConnon Sorell Council Robbie Shafe Danielle Harvey Devonport Council Helen Wise Devonport Council Leeanne Wheeler Dorset Council Shelley Mountney Dorset Council Jacquie Leonard City of Launceston Helen Parker City of Launceston Stephanie Chapman City of Launceston David Pyke Brooke Clarke Meander Valley Council David Banks Hobart City Council Philippa Basham Hobart City Council Michelle Frankcombe Northern Midlands Council Bronwyn Rigby Northern Midlands Council Lindy Ingham Gabrielle Browning Glenorchy City Council Debbie Hutchinson Louise Ryder Derwent Valley Council

GUEST SPEAKER David Callaghan LivePro APOLOGIES Sue-Ellen Ellis West Tamar Council Meeting Opened 9.45am Introduction and Welcome Robbie Shafe, President of the Tasmanian Chapter welcomed attendees and outlined the day’s agenda.

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TASMANIAN CHAPTER MEETING WEDNESDAY 02 DECEMBER 2015

Guest Speaker: Dave Callaghan is an Account Director of a Customer Service For further information contact: David Callaghan Knowledge Management System, LivePro. Dave presented a David Callahan LivePro demonstration specific to the needs of Local Government using live Account Director examples of the knowledge management system. Dave demonstrated LivePro Customer Service Knowledge the features of the system, that included: P: 1300 548 356 Management  Simple navigation and search functionality M: 0411 102 743  Announcements – eliminate email overload E: [email protected]  Compass – guides your team to the correct outcome W: www.livepro.com.au  Reporting – understand knowledge utilisation and team and customer behaviours  Quiz feature  Profiling your team and key contacts  Scheduled publication  Periodic Knowledge review  Cloud base – anyone can access the information at any time  Feedback feature  Version Control Digital Platform Robbie Shafe introduced Live Web Conferencing and online on-demand Robbie Shafe Demonstration training that is being provided by the National Local Government Robbie Shafe Customer Service Network. Members of the network will have the ability to participate in meetings and workshops from their computer, tablet or President of the Tasmanian smart phone. More information and login details will be provided to all Chapter members in January 2016.

Morning Tea

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TASMANIAN CHAPTER MEETING WEDNESDAY 02 DECEMBER 2015

Pauline Webb, Canada Bay Pauline Webb thanked David Pyke for his commitment to the National City Council Customer Service Network via video. Robbie Shafe presented David with a gift on behalf of the Network. Chapter Meeting Robbie Shafe, President in the Chair Apologies As detailed on Page 1 Confirmation of Minutes The minutes of the Tasmanian Chapter meeting held on 19 August 2015, Carried as circulated, were confirmed Robbie Shafe moved and Danielle Harvey seconded. General Business NLGCSN currently has an expression of interest out for training in 2016. Robbie Shafe Not all courses are face to face, however most trainers can modify to be online and therefore significantly cheaper:

 Armed Hold Up Training: approximately $1800 per course face to face (plus travel costs) – 15 participants – allow $200 pp.  Self Awareness training (Myers Briggs): $300 per person min 6.  Effective Communication $1000 per person min 4.  Leadership skills $1200 for the program.  Recruitment skills $1100 per person, min 6.  HR Fundamentals for Line Managers TBA.  Introduction to Social Style workshop (100% online) with Self Perception instrument $150 per person.  Introduction to Social Style workshop (100% online) with Multi- Rater instrument $375 per person. The Social Style program teaches individuals how to predict others' behaviour and what to do to make the relationship productive. The program may sound similar to other programs however, participants who have completed other programs such as DISC, MBTI, and Hogan's LSI consistently remark on Social Style's pragmatic and actionable nature. The difference is due to 75% of the program being focussed on Versatility - how to earn the support and respect of others.

Please forward your interests to [email protected] or [email protected].

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TASMANIAN CHAPTER MEETING WEDNESDAY 02 DECEMBER 2015

Future Meetings 2016 meeting dates: 2nd March 2016 at Meander Valley Council – Training day with Janelle Nisbett, Progress Training Systems. To be confirmed. 1st June 2016 at Sorell Council – Agenda to be discussed. 7th September 2016 at Devonport Council – Agenda to be discussed. 7th December 2016 at Campbell Town – Agenda to be discussed.

Suggestions for future meetings:  Conflict management training.  Demonstration of Veolias new waste management truck and video recording systems.  Presentations by Councils. If your Council is interested in sharing a presentation, please forward your interest to [email protected]. Open Forum Kingborough Council  Robbie Shafe demonstrated the Customer Service Knowledge Portal that he has created for Kingborough Council Customer Service staff.  Use of the newly renovated Customer Service area is going well.  Television Screens have been installed in the Customer Service area.  Currently looking in to introducing self-serve touch screens.  Attended the National Local Government Customer Service Conference in October.  Question to members: Does your Council have a specific Customer Service uniform? Group discussion. Councils do not seem to have a particular Customer Service uniform but they have an organisational uniform.

Sorell Council  Waste Management Tender finalised. Veolia are continuing to service rubbish and recycling and have installed cameras to their trucks. Veolia forward a daily service report to Customer Service which is assisting with all enquiries regarding missed collections and refusals. 4 NATIONAL LOCAL GOVERNMENT CUSTOMER SERVICE NETWORK INC

TASMANIAN CHAPTER MEETING WEDNESDAY 02 DECEMBER 2015

 New Customer Service staff roster has been implemented.  Customer Service is currently developing a Customer Service handbook to include all procedures and policies.  Fact sheets are being created for knowledge.

Devonport City Council  Living City project is progressing. Service is looking at taking on some of, or all of Devonport City Councils customer service.

Launceston City Council  Shoretel phone system going well. The full software has mandatory wrap-up codes for all phone calls.  Interviews for available positions have been successfully filled. Staff member has effectively taken on the training of new staff.

Northern Midlands Council  Human Resources Policies have been updated.  Shoretel phone system to go live at the end of December 2015.  12,000 letters have been sent to rate payers regarding the Launceston Airport TRANSlink Precinct project.  Payroll has recently gone live to Superannuation Clearing House.  Second rate instalment has concluded.

Glenorchy City Council  Gabrielle Browing is new to the positon of Customer Service Coordinator at Glenorchy City Council.

Dorset Council  New renovations to commence in the Customer Service area in December.  Recent redundancies have resulted in extra work loads for staff members.  New Trainee has been employed in the Regulatory Services Department and a new Marketing and Events Coordinator has 5 NATIONAL LOCAL GOVERNMENT CUSTOMER SERVICE NETWORK INC

TASMANIAN CHAPTER MEETING WEDNESDAY 02 DECEMBER 2015

been employed.  Lease agreements and keys to community facilities are now managed by the Customer Service department.  Commenced Health and Wellbeing workshops.  Shoretel phone system is now live.  Purchased dual screens for work stations.  Issues with lack of rubbish wheelie bins with the waste contractor.  WH&S Audits have commenced.  Two new trainees have been employed for the outdoor workforce.  Second rates instalment completed.

West Tamar Council  Lindy Ingham is new to West Tamar Council.  New website is being designed.  Experiencing issues with waste management contractors.

Meander Valley Council  Business impact analysis and business continuity plan are to a draft stage.  Customer Service Standards are currently under review.  Shoretel phone system is live, experiencing some issues.  Waste Management tender finalised. Toxfree were the successful applicants.  Annual hard waste completed for 2015.

Hobart City Council  Hobart City Council is under a new Director and is reviewing 20 years of practice. They are looking at remodelling the complete Customer Service department.  Updating phone system.  Customer Service Charter is currently available for public consultation.

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TASMANIAN CHAPTER MEETING WEDNESDAY 02 DECEMBER 2015

Derwent Valley Council  New CRM system – this is helping to broaden what Customer Service do.  Council policies are being reviewed.

Next Meeting General Meeting to be held 2 March 2016 at Meander Valley Council

Meeting Closed 1.00pm

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