<p>1. Your Details</p><p>First Name</p><p>Surname</p><p>Council Name</p><p>Email Address</p><p>Phone Number</p><p>2. Select the Benchmarking Report you require</p><p>Standard Comparison Report $450 + GST</p><p>Standard and Expanded Report including Commercial Print Ready Document $1250+GST 3. Number of people employed by Council.</p><p>4. Number of Staff in Customer Service Permanent Team</p><p>Full Time</p><p>Part Time</p><p>5. What are the set hours per week for:</p><p>Full-Time</p><p>Part-Time</p><p>If you part-time staff have varied hours (eg: one may be 14 hours per and another 21 hours per week), please provide the total number of combined hours your part-time staff work within a week</p><p>6. Additional Staffing Questions</p><p>On average EFT staff on counter each day</p><p>On average EFT staff on phones each day</p><p>On average any other EFT staff Customer Service Officers</p><p>% time of total weekly hours spent by EFT CSOs on administration work</p><p>Permanent staff total salary bill 2013/2014 7. How many people hold the following levels within your team (please note, if the Manager of Customer Service is the most senior within the customer service team, please do not select Director) - Headcount:</p><p>Director</p><p>Manager</p><p>Co-ordinator</p><p>Team Leader</p><p>Officer</p><p>Statutory Planner</p><p>Building Surveyor</p><p>Trainee</p><p>Other</p><p>8. Planners and Surveyors. If a planner or surveyor is not assigned to the CS Team are they available at the front counter and if so how many hours per week?</p><p>Planners</p><p>Surveyors</p><p>9. Please provide the position titles used within your team.</p><p>Director</p><p>Manager</p><p>Co-ordinator</p><p>Team Leader</p><p>Officer</p><p>Statutory Planner</p><p>Building Surveyor</p><p>Trainee</p><p>Other 10. What are the salary bands (eg: $52,000 - $69,000) for these positions?</p><p>Director</p><p>Manager</p><p>Co-ordinator</p><p>Team Leader</p><p>Officer</p><p>Statutory Planner</p><p>Building Surveyor</p><p>Trainee</p><p>Other</p><p>11. Which positions include a lease-back motor vehicle?</p><p>Director</p><p>Manager</p><p>Co-ordinator</p><p>Team Leader</p><p>Officer</p><p>Statutory Planner</p><p>Building Surveyor</p><p>Trainee</p><p>Other 12. Which positions include a mobile phone?</p><p>Director</p><p>Manager</p><p>Co-ordinator</p><p>Team Leader</p><p>Officer</p><p>Statutory Planner</p><p>Building Surveyor</p><p>Trainee</p><p>Other</p><p>13. How does your reporting structure work? How many direct reports (head count) do the manager, coordinators and team leaders have?</p><p>Eg: Do officers report to Team Leaders</p><p>14. Does your organisation have a ‘Working From Home’ Policy?</p><p>Yes </p><p>No If No, why? 15. How often do the following levels work from home?</p><p>Eg: Team Leader 1: 1 day per fortnight, Team Leader 2: 1 day per week</p><p>Director</p><p>Manager</p><p>Co-ordinator</p><p>Team Leader</p><p>Officer</p><p>Statutory Planner</p><p>Building Surveyor</p><p>Trainee</p><p>Other</p><p>16. Is it compulsory for staff to wear uniforms?</p><p>Yes No</p><p>17. Which staff are required to wear corporate uniforms?</p><p>Director</p><p>Manager</p><p>Co-ordinator</p><p>Team Leader</p><p>Officer</p><p>Statutory Planner</p><p>Building Surveyor</p><p>Trainee</p><p>Other</p><p>18. Does your Council subsidise corporate uniforms?</p><p>Yes No</p><p>19. If so, what is the subsidy provided per staff member? 20. Are other staff within Council required to wear corporate uniforms?</p><p>Yes No</p><p>21. What is the subsidy provided to non-customer service staff?</p><p>22. How many of your staff have been in your team for the following duration?</p><p>< 1 year</p><p>1-2 years</p><p>2-5 years</p><p>5-10 years</p><p>10-15 years</p><p>15 years +</p><p>23. How many of your staff are in the following age brackets?</p><p>18-21 years old</p><p>22-26 years old</p><p>27-30 years old</p><p>31-40 years old</p><p>41-50 years old</p><p>51-60 years old</p><p>61-65 years old</p><p>Over 66 years old 24. How many customer service staff are multi-lingual?</p><p>25. How many customer service staff are fluent in sign language?</p><p>26. Do you conduct quality monitoring? If so, how?</p><p>27. In 2014/2015 what formal training course did you provide your team leader / coordinator staff?</p><p>28. What was the duration (hours) of each training course and how many staff attended each session?</p><p>29. In total, how much was invested in Customer Service Team Leader/Coordinator training (excl. GST)? 30. In 2014/2015 what formal training course did you provide your customer service officer staff?</p><p>31. What was the duration (hours) of each training course and how many staff attended each session?</p><p>32. In total, how much was invested in Customer Service Officer training (excl. GST)?</p><p>33. Do you undertake informal training? (eg: mentoring, one-to-one)</p><p>Yes No</p><p>If yes, do you have any examples?</p><p>34. What is your overall training budget for customer service staff for 2015/2016 (exl. GST)? 35. What were your service level targets in 2014/2015? (please provide in seconds eg: 80% of calls answered within 120 secs)</p><p>Phone wait time</p><p>Phone abandonment rate</p><p>Counter wait time</p><p>36. Customer Interactions</p><p>Number of inbound calls to Customer Service 2014/2015</p><p>Number of Counter Visits 2014/2015</p><p>37. Number of Customer Service Requests (this is not transactions) raised per channel in 2014/2015.</p><p>Over the counter</p><p>Phone</p><p>Email</p><p>Twitter</p><p>Facebook</p><p>Web Chat</p><p>Fax</p><p>Letter</p><p>38. Receipts taken at the Counter in 2014/2015</p><p>Rate Payments</p><p>Development and Building lodgements</p><p>Hall Bookings</p><p>Open Space Bookings</p><p>Council events and activities (eg: school holiday programs, business training events)</p><p>Parking Permits</p><p>Other Permits</p><p>Other transactions 39. Does your Customer Service staff taken bookings for:</p><p>Please select</p><p>Other (please specify)</p><p>40. If Customer Service do take bookings, how many were taken in 2014/2015 for:</p><p>Parks and Open Space Hire</p><p>Halls and Facilities Hire</p><p>Statutory Planners</p><p>Building Surveyors</p><p>The Mayor</p><p>Events and Activities</p><p>Cemeteries</p><p>Other</p><p>41. Average wait times (2014/2015)</p><p>Counter</p><p>Phone</p><p>42. Average customer contact (handle) time (2014/2015)</p><p>Counter</p><p>Phone 43. What was your phone abandonment rate in 2014/2015?</p><p>44. Percentage of calls answered within target eg: 80%</p><p>45. What percentage of enquiries were resolved by Customer Service Staff in 2014/2015? (ie. Not referring to another officer outside of the Customer Service Team)</p><p>46. What channels are you using to provide customer service?</p><p>Counter Web Conferencing</p><p>Phone Social Media</p><p>Website Native Apps (iPhone/Android)</p><p>Web Chat Other Council venues such as libraries and recreation centres 47. Planning and Development</p><p>Select</p><p>Do you require hard copy applications?</p><p>Who registers the development applications into your systems?</p><p>48. Do you provide an out of hours telephone service?</p><p>Yes</p><p>No</p><p>If so, do you outsource this service?</p><p>49. For what periods are the calls diverted to this service? (eg: Mon – Fri 5pm – 8am)</p><p>50. How many calls were taken by the after hours service in 2014/2015? 51. How much did Council spend (excl. GST) on out of hours services in 2014/2015?</p><p>52. Does your council use the following technologies?</p><p>Automatic Call Distribution Knowledge Management Systems</p><p>Interactive Voice Response Live Web Chat</p><p>PABX Learning and Development Software</p><p>VOIP Computerised CSR</p><p>Internet self service Written Procedures </p><p>Kiosk self service Mapped Processes </p><p>Electronic queuing systems Video Conferencing</p><p>Electronic call waiting boards Scanning Software </p><p>CCTV monitoring/recording of counter Search Technology</p><p> area Phone call recording</p><p>Other (please specify) 53. What was your annual operating budget (customer service only and excl. GST) in 2014/2015?</p><p>54. What is your annual operating budget (customer service only and excl. GST) in 2015/2016?</p><p>55. Capital budget 2014/2015 - Customer Service Only</p><p>What was your annual capital budget in 2014/2015?</p><p>What was the capital expenditure spent on?</p><p>56. Capital Budget 2015/2016 - Customer Service Only</p><p>What is your annual capital budget in 2015/2016?</p><p>What is the capital expenditure to be spent on?</p><p>57. In your budget lines are you responsible for any income generating activities?</p><p>Yes </p><p>No If, so, what? 58. What was your income in 2014/2015 from the income generating activities?</p><p>59. What is your projected income for 2015/2016?</p><p>60. How much did you spend on overtime in 2014/2015?</p><p>61. What is your overtime budget in 2015/2016?</p><p>62. How much did you spend on casuals in 2014/2015?</p><p>63. What is your casual staff budget for 2015/2016?</p><p>64. In 2014/2015, what were the reasons for the engagement of casual staff and staff overtime?</p><p>65. What were the total number (hours) of annual leave taken by customer service staff in 2014/2015?</p><p>66. What was the total number (hours) of LSL taken by staff in 2014/2015?</p><p>67. What was the total number (hours) of carer’s/sick leave taken by staff in 2014/2015?</p>