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2014 Conference Booklet 2014 NATIONAL LOCAL GOVERNMENT CUSTOMER SERVICE CONFERENCE 29 APRIL - 1 MAY 2014 The Grace Hotel, Sydney E [email protected] W www.csnetwork.org.au President/Treasurer Pauline Webb Vice President: Clare May Manager Customer Services Group Manager Customer & City of Canada Bay Council Information Services City of Canterbury Council Secretary: Laurie Allison Communications Co-ordinator: Group Leader Customer Service Beth Langley Pittwater Council Customer Service & Communications Co-ordinator Great Lakes Council 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 Tweed Shire 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
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