2014 NATIONAL LOCAL GOVERNMENT CUSTOMER SERVICE CONFERENCE 29 APRIL - 1 MAY 2014 The Grace Hotel,

E [email protected] W www.csnetwork.org.au

President/Treasurer Pauline Webb Vice President: Clare May Manager Customer Services Group Manager Customer & Council Information Services City of Canterbury Council

Secretary: Laurie Allison Communications Co-ordinator: Group Leader Customer Service Beth Langley Council Customer Service & Communications Co-ordinator

Tasmania Chapter: David Pyke Regional Chapter: Trevor Martin Director Governance & Community Customer Service Supervisor Services Cessnock City Council Meander Valley Council

Anthony Morton Colleen Miller Donna Evans Council City of Cockburn Albury City Council Council GETTING BACK TO CUSTOMER Lee Wear Tina Smeith Camden Council Townsville City Council SERVICE BASICS Are you being served? Welcome General Information

Registration The Cendana Spa, Level 1 Contents Dear Colleague, Please register on Level 2 near the stairs. The Conference T 9299 8948 is located in the Yurra Marra Room on Level 2. Experience the timeless sensation of peace and Welcome to the 2014 National Local Government Customer Service General Information 3 tranquillity as you slip into a world of relaxation, soothed Network Conference. I would take this opportunity to thank you and Sponsors 4 Tuesday, 29 April 5.30-7.30pm by the gentle caress of soft sounds and fragrant oils. your organisation for attending this year’s event. Conference Agenda 6 Wednesday, 30 April 8.00-8.30am Therapies available include therapeutic massage, body Speakers 8 masks, body scrubs, body wraps, bath treatments and spa For 19 years, the National Local Government Customer Service Conference Delegates 13 facials. Network has been committed to supporting the development of Registration Badges customer service professionals. Internet Connection Please ensure that you wear your badges at all times, so Special offer for The Grace Hotel’s Guests: Wifi is available to purchase from the Receive 30% OFF the full priced treatments (minimum 1 hotel. $15 per day per delegate. This year’s conference theme, ‘Getting Back to Customer Service Basics people can greet you. hour). Please mention this ad when making a booking. - are you being served’ focuses on going back to basics, providing Not valid for retail products, gift voucher and other National Local Government good old common sense customer service. Customer Service Network App Photos discounted treatments. Today’s customer service practices are evolving. The way we Share your conference photos, via the Customer Service Our new App communicate with our customers has changed. Inspiration feature on our App! Alternatively email photos provides you with Health dynamic content and to [email protected]. Please ensure you have the The 2013 Conference focussed on the future of customer service Pharmacy engagement. permission of those in the photo before posting. in terms of technological innovation, social media and other tools Health Line Pharmacy The Notepad feature needed to provide the level of service our customers now expect. 111 York Street, Sydney enables you to Sponsors T 9261 5339 take notes on your But what about the basics? We can’t ignore the more traditional yet Open 8am – 6pm Sponsors are exhibiting in the Wilarra Room. Visit and smartphone or tablet highly valuable tools that have always been around. If the high tech during the conference. Within the Events talk to our sponsors, find out what is new and what other methods aren’t always the right service tools, then we need to get feature, capture conference photos and councils are doing with their products. Medical Centre back to basics to stay in touch with our customers. share comments. City Medical Centre Bulk Billing Simply scan the QR code to access. I would like to thank our valued sponsors, and encourage you to meet Hotel Facilities with them at our Cocktail Party, speed dating sessions and exhibitors’ 2 York Street, Sydney area. Relax and keep fit at The Grace Hotel’s rooftop recreation T 9291 9111 centre with gym, heated indoor lap pool, sauna and Open 8am - 6pm On behalf of the Executive Committee, we wish you a successful steam room. The business centre on ground level offers conference. full business administrative services and wireless internet. ATM Facilities Parking • BankWest ATM, 345 George Street, Sydney Plaza Parking operates a 60 space car park beneath the • CommBank ATM, 167-175 Clarence Street, Sydney hotel, offering discounted parking rates to in-house • NAB ATM, 345 George Street, Sydney guests and conference delegates. The entrance to the car • RediATM 83 York Street, Sydney park is located on Clarence Street at the rear of the hotel. • St George ATM, 63 York Street, Sydney • Westpac ATM, Corner King and George Streets, *Parking is on a first come, first serve basis. Plaza Sydney Pauline Webb Parking car attendants can advise guests on alternative President and Treasurer independent parking facilities if the car park is full. National Local Government Customer Service Network

2 | 2014 National Local Government Customer Service Network Conference 3 Sponsors

The National Local Government Customer Service Network thanks our valued sponsors for their support of the 2014 National Conference.

Platinum Sponsor Contact Person Kerrie McLeod Contact Person Craig Bell Contact Person Cliff Combes T 1300 551 796 T 9238 7656 T 07 3167 7942 E [email protected] E [email protected] E [email protected] W www.welldone.net.au W www.corporateprotection.com.au W www.TechnologyOneCorp.com

Well Done provides a 24x7 solution to Councils, from Corporate Protection Services International Pty Ltd TechnologyOne is a leading supplier of powerful, Gold Sponsors basic or temporary support through to after hours and (CPS) has been providing Criminal Risk Management integrated enterprise software solutions. We have working day overflow coverage. Whether your Council is & Security Consulting services to Councils since 2000. delivered effective software solutions to the local metropolitan or regionally based, large or small, we can Our consultants have strong backgrounds in Law government sector for more than 20 years. help! Enforcement and Criminal Investigations. Every day, more than 250 local governments across The key to seamless support is training and systems Our trainers draw on real life experiences to assist Australia, New Zealand, Asia, the South Pacific and development. Well Done has been developing students to learn the core competencies of our United Kingdom use our world class enterprise software proprietary technology to support councils for over a specifically tailored courses. solutions, which we develop, market, sell, implement, decade and our comprehensive operator training and support and run. Council Knowledgebase make it easy to quickly orient Until now we have provided the following services: to your procedures and work effectively as part of your • ‘The Witness’ Robbery Safety & Security Training Our OneCouncil solution for local government provides team. • Conflict Resolution Training proven practice and embedded business processes, • Crisis Management Training / Critical Incident Training integrating all operations from land and property Silver Sponsors Well Done is the selected contact centre support • Protective Security Risk Assessments management, customer and community engagement, provider for Local Government Procurement in NSW • Gap Analysis of existing Risk Management Systems. finance and regulatory functions through to payroll and and LGA Procurement in South Australia. We currently • ‘Cash In Transit’ Security Consulting human resource management. serve over 80 councils nationwide and have trained council specialists working at our Nowra, Melbourne and From this year we are expanding our services to include: TechnologyOne’s demonstrated and pre-configured Adelaide call centres. • Enterprise Risk Management approach means local governments can reduce • Lifeguard Services for Pools and Beaches implementation time, cost of ownership, associated risk, We also provide specialist support for parking meter fault • Security Guard and Patrol Services and the complexity of projects, as well as provide a better reporting, water quality monitoring, facilities bookings, experience for customers. info lines and staff welfare and incident reporting Look forward to catching up with old friends during the Bronze Sponsor services. conference. Visit the TechnologyOne booth to experience the future of local government software, delivered on a range of Come and meet us on our stand. We would be pleased to smart mobile devices. explain how we work.

4 | 2014 National Local Government Customer Service Network Conference 5 Conference Agenda

Main Rooms Social Program

YURRA-MURRA WILARA ATRIUM Level 2 Level 2 Level 2 Conference Venue Exhibition Dining Venue

Tuesday, 29 April 2014 5.30pm - 7.30pm Conference registration, welcome drinks and meet our sponsors

Wednesday, 30 April 2014 8.00am - 8.30am Conference registration 8.30am - 8.40am Welcome and Opening to the 2014 Conference including launch of Network President the Network’s new digital platform Pauline Webb WELCOME DRINKS SPONSOR SPEED DATING HARBOUR CRUISE 8.40am - 8.45am Overview of the 2014 Conference Facilitator Enjoy a warm welcome and catch This new feature enables one On the spectacular Sydney Rum Charles up with colleagues and sponsors to one time between Council Harbour, we will be treated to a 8.45am - 9.00am Sponsors’ welcome and product introduction over drinks and canapes. representatives and our sponsors. fabulous dinner cruise. • Well Done International Kerrie McLeod • Technology One • Corporate Protection Services Craig Bell 9.00am - 10.00am Are you being served or NOT Keynote Speaker Thursday, 1 May 2014 The current way does not serve YOU or your customers Rum Charles 8.30am - 8.40am Overview of the day Facilitator 10.00am - 10.45am Introducing a multi channel customer service system and culture Case Study Speaker Rum Charles into a local government environment Suzanne Patterson 8.40am - 9.40am Coming the Full Circle and Thinking Outside the Square Key Note Speaker 10.45am - 11.05am Morning Tea and Networking Carol Lewis 11.05am - 11.40am Case Study – Customer Service Training Methodology Case Study Speaker 9.40am - 10.10am Case Study –KPIs for Customer Services Case Study Speaker Tina Smeith Serbo Matic 11.40am - 12.10pm Criminal Risk Management in the work place Key Note Speaker 10.10am - 11.10am Sponsor Speed Dating Craig Bell 11.10am - 11.20am Morning Tea and Networking 12.10pm - 12.15pm Wrap up on Morning Session Facilitator 11.20am - 11.45am Life after Amalgamation Case Study Speakers Rum Charles Bill Halpin & Kathleen 12.15pm - 1.15pm Sponsor Speed Dating Finter 1.15pm - 2.00pm Lunch and Networking in the Atrium 11.45am - 12.45pm Why is it important to have a Customer Service Strategy Key Note Speaker 2.00pm - 3.00pm State of change in organisations today Keynote Speaker Moving aheadCarol Lewis of Michelle Lambert 12.45pm - 1.00pm Improving responsiveness and creating efficiencies through a Case Study Speaker 3.00pm - 3.15pm Wrap- up Facilitator Smart Service Strategy Tina Smeith Rum Charles Competition 3.15pm - 3.30pm Afternoon Tea and Networking 1.00pm - 2.00pm Lunch and Networking in the Atrium Luptatur reprores dolest ligenis aliquat 3.30pm - 4.15pm Are your customers being serviced or Not Keynote Speaker 2.00pm - 3.30pm Are you being Served? isitatas ium fugitat inuscimKeynote poriam Speaker vellupi Rum Charles cipiti doluptatqui dollest iorporuptateRum Charles reiciati 4.15pm - 4.30pm Annual General Meeting Executive Committee 3.30pm - 4.00pm Wrap up from Network Executive Committee velesecto temped quatur aci officit labo. 4.30pm - 5.00pm Overview and wrap up Day 1 Facilitator 4.00pm Close of Conference Rum Charles 4.00pm - 5.00pm Executive wrap up with Rum Charles and planning for the next 12 Executive Committee 6.30pm SHARP Sydney Harbour Cruise (Vagabond) - Departs King Street Wharf #9 months

6 | 2014 National Local Government Customer Service Network Conference 7 Speakers

Rum Charles Suzanne Patterson Indigo Training Manager – Customer Service, Hobsons Bay City Council These are just a few of the terms used to describe the unique and inspiring Rum Starting her career as a kindergarten teacher, Suzanne Patterson has been involved Charles. Rum Charles is an author, a keynote speaker and the Principal Consultant in all levels of customer service delivery, with experience in retail, hospitality and 22 with Indigo Training. years in local government. Some of the synergies are apparent but nonetheless all the components of her background have lead Suzanne to where she is today. He has worked with many councils over the past 19 years specialising in taking councils to a fully integrated first call resolution culture, creating sustainable Suzanne has been the Manager of Customer Service at Hobsons Bay City Council leadership teams, attracting and retaining generation Y and Z into the sector, since 2005 and it is a role she cherishes as it presents new and interesting challenges overcoming the challenges faced by amalgamations, the introduction of new every day. Hobsons Bay City Council is a customer focused organisation and has technologies and the rising expectations of the residents and businesses throughout Australia. embraced the opportunity to enhance the customer experience in all methods including the digital channels.

Are you being served or NOT: the current way does not serve YOU or your customers Introducing a multi channel customer service system and culture into a local Wednesday, 30 April 9am government environment This session will address the top 5 reasons that affect you and your customers and the outcomes Wednesday, 30 April 10am achieved. This session will cover how Hobson Bay City Council services their customers face to face to a 1. Organisational culture: Following on from last year’s conference, customer service must claim dispersed community. a higher spot on the totem pole of your organisation hierarchy. Participate in the Participate in the 2. It’s not all about technology: It’s about the people who work in the customer service post presentation post presentation department creating a positive customer service team dynamic through diversity of team survey Tina Smeith survey members. 3. It’s also about skills and training: Customer Service is not just about picking up the phone and Governance & Training Co-ordinator, Townsville City Council chatting to people. It is about being a Customer Service Professional. Tina Smeith has held the position of Governance and Training Co-ordinator with 4. Gaining acceptance for the customer service strategy from the Executive Management Team Townsville City Council for the last six years. She is strategic, innovative, and or the Corporate Management Team: selling the concept and the strategy. creative and has a broad range of experience in service delivery, service strategy 5. The importance of escalation and accountability across the organisation. design, and knowledge base design and project management. Tina specialises in training design and delivery and has facilitated a variety of training courses, as well as presenting at forums and conferences across Australia. Tina is a sought after speaker who is dynamic in her presentations, she continues Are your customers being serviced or Not to research and develop her skills and has an excellent understanding of customer service issues in the local government environment. Wednesday, 30 April 3.30pm Case Study – Customer Service Training Methodology This session delegates will break into groups and work on the information gathering from Rum’s key note address. Participate in the Wednesday, 30 April 11.05am post presentation As an organisation dedicated to serving the needs of the community, Council is committed to survey ensuring we continue to improve our service delivery to ratepayers and that we achieve financial sustainability. The presentation explores: online customer service; when do we need training; Are you being Served? alignment with strategic plans; training to meet objectives; identifying gaps; and, tangible Participate in the measurement. post presentation Thursday, 1 May 2pm survey This session will give an arching overview of strategies for Councils to take back to their Council Improving responsiveness and creating efficiencies through a Smart Service Strategy and methods to address the changing service level and expectation of our communities. Thursday, 1 May 12.45pm Participate in the post presentation In 2009, Townsville City Council introduced a Smart Service Strategy to improve responsiveness survey to Customers and to meet staff need for one approach to Customer Service Delivery. Aligned with Council’s corporate values, the strategy was implemented in three stages. Participate in the This case study explores Council’s phased implementation, the objectives and outcomes of this post presentation strategy. survey 8 | 2014 National Local Government Customer Service Network Conference 9 Speakers

Craig Bell Carol Lewis Corporate Protection Services Principal Consultant, The Human Equation Craig is a former member of the Police Force with experience Following a successful corporate career, Carol established The Human Equation in General Duty Policing, Drug Investigations, Covert Operations and Criminal in 2007. Carol is an experienced consultant and facilitator with an extensive Investigations. background covering the government, not-for-profit and private sectors. This experience enables her to bring the best of each sector to her clients, and she Craig has considerable management experience in both the security and the liquor trade having established and focuses on introducing these learning’s to optimise performance and enhance operated significant businesses in each. strengths at the organisational, team and individual level. In 2000, Craig, in partnership with Ray Lambie, established Corporate Protection Services International Pty Ltd which has been involved in providing executive protection services, risk management services and protective Carol has undertaken a diverse variety of organisational development security training courses. projects for local government organisations. These include service reviews, departmental restructures, strategy development, planning initiatives, team development and a range of HR projects. Craig specialises in providing training and risk management services to improve workplace safety for front line employees. Coming the Full Circle and Thinking Outside the Square Thursday, 1 May 8.40am Criminal Risk Management in the work place This session will throw out some topics to consider and challenge your thinking when reviewing Wednesday, 30 April 11.40am your customer service performance and preparing to create your strategy going forward. This session will highlight workplace safety issues and tips to ensure the safety of your frontline staff and customers. Participate in the post presentation Participate in the survey Craig provides an overview on: undertaking a risk assessment; risk hierarchy; control measures; post presentation employee consultation; incident management plans; and, additional tools. survey Why is it important to have a Customer Service Strategy Thursday, 1 May 11.45am This session will give you an overview of a framework to develop a customer service strategy and provide you with working papers and examples of best practice strategies to take back to your Michelle Lambert council to begin your strategy or review your existing strategy. Participate in the Change Management Toolbox post presentation The Change Management Toolbox is the culmination of decades of research survey together with decades of experience, learning and passion, focused to enable organisational leaders and their people to deliver successful, sustainable change initiatives with cutting edge practices and methodologies.

Michelle works with Corporate and Government to grow skills, confidence and capability within these enterprises unleashing the talent through application of change mastery practices. Thank you to our valued sponsors State of change in organisatons today Wednesday, 30 April 2pm An overview about the historical and current state of change, including technological and information change that organisations and their people are dealing with today.

Outcomes : Participate in the • clear picture on what the state of change is in organisations today post presentation • a roadmap on what the key steps are that need to be taken to turn that around survey • an understanding of how to measure ROI on change and a quick example of doing that in your own organisation, conversely, this shows the real cost of not doing change well.

10 | 2014 National Local Government Customer Service Network Conference 11 Speakers Conference Delegates

Serbo Matic Well Done International Kerrie McLeod Hobsons Bay City Council Suzanne Patterson Co-ordinator - Customer Services, City of Canada Bay Council Well Done International Judy Potter Holroyd City Council Lakshmi Gnanasekeran Serbo commenced with the City of Canada Bay in 2009. Combining highly Well Done International Kellie White Council Jacqui Tomlins developed knowledge and extensive experience in customer service, he has Well Done International Gail Bebber Council Tenneale Clarke previously managed customer service teams at Tyco Fire & Security and FAI Finance. Corporate Protection Services Craig Bell Kempsey Shire Council David Carroll TechnologyOne Cliff Combes Kogarah City Council Craig Nakkan BlinkMobile Interactive Darren Besgrove Launceston City Council Jacquie Leonard Serbo has a proven track record in utilising his ability to manage people from a broad range of disciplines to form a BlinkMobile Interactive Daryn Lewis Leichhardt Council Helen Tola cohesive and effective team. Currently, he leads a team of 15 staff across Council’s contact centre, counter services and LivePro Representative Lithgow City Council Gail Allan remote sites. Ericom Nick Valos Liverpool City Council Lyn Parker NSW Dept Planning & David Dobbs Liverpool City Council Fusan Ozan KPIs for Customer Services: ‘If you can’t measure it, you can’t manage it’ Infrastructure Thursday, 1 May 9.40am Indigo Training Rum Charles Maitland City Council Emily Livens Change Management Toolbox Michelle Lambert Maitland City Council Wayne Cambourn If you do not have measurable KPI’s within your organisation, how do you measure, review, The Human Equation Carol Lewis Steve Adams evaluate and manage the performance of an employee? Our team continually strives to provide Albury City Council Donna Evans Marrickville Council James Melissinos the best Customer Service for both our internal and external customers. Council June Beresford Marrickville Council Ian Russell Participate in the post presentation Council Kylee Cowgill Meander Valley Council David Pyke This case study will give an overview of how KPI’s are measured in Contact Centre, Counter or survey Bega Valley Shire Council Sue Findlay MidCoast Water Gary Richardson Council Nicole Merchant MidCoast Water Kylie De Fina Administration functions across Customer Services. Blue Mountains City Council Damien Robinson Moreton Bay Regional Council Bill Halpin Blue Mountains City Council Vicki Edmunds Moreton Bay Regional Council Kathleen Finter What is ‘Best Practice KPI’s’? Blue Mountains City Council Belinda Huxley John Ferrow Blue Mountains City Council Anne McGovern Laurie Allison Blue Mountains City Council Amanda Boidin Pamela Sinclair Audrey Meehan Shellharbour City Council Grace Panteli Cessnock City Council Trevor Martin Shellharbour City Council Louise Laycock Bill Halpin and Kathleen Finter City of Canada Bay Council Pauline Webb Shellharbour City Council Harin Perera Corporate Services, Moreton Bay Regional Council City of Canada Bay Council Serbo Matic Tamworth Regional Council Felicity Waugh City of Canada Bay Council Michelle Munao Tamworth Regional Council Karen Litchfield City of Cantebury Council Clare May Council Lisa Jennings Tim Howarth Townsville City Council Tina Smeith Clarence Valley Council Tracey Connell Tweed Shire Council Helen Sutton Clarence Valley Council Bill Vloedmans Tweed Shire Council Tanya Erezuma Clarence Valley Council Donna Edwards Council Linda Richardson Council Talia Hunt Wagga Wagga City Council Meredith Hester Life after Amalgamation Glenorchy City Council Andrew Reason Wagga Wagga City Council Michael Schmid Thursday, 1 May 11.20am Great Lakes Council Beth Langley Willoughby City Council Alan Lindeman This case study will give an overview of what worked and what did not work during the process of Greater Council Suzanne Klemke Council Brendan Lambourne an Amalgamation Council Jenny Whitlock Woollahra Council Anthony Crimmings Greater Taree City Council Desiree Bennett Woollahra Council Jolanta Sprada Participate in the post presentation Hawkesbury City Council Kaylene Kelland Woollahra Council Nevan Doody survey Hawkesbury City Council Bridget Vanderberg Woollahra Council Nicole Bugden

12 | 2014 National Local Government Customer Service Network Conference 13 Notes

14 | 2014 National Local Government Customer Service Network Conference 15