NATIONAL LOCAL GOVERNMENT CUSTOMER SERVICE NETWORK INC TASMANIAN CHAPTER - GENERAL MEETING THURSDAY 10 MAY 2018 PRESENT: Robbie Shafe Kingborough Council Danielle Harvey Devonport City Council Sandra Magor Devonport City Council Hayden Steele Clarence City Council Petah Long Clarence City Council Jen O’Dea Clarence City Council Cassie Sheehan Meander Valley Council Lucy Langridge Northern Midlands Bronwyn Rigby Northern Midlands Louise Dickenson George Town Council Jaquie Leonard Launceston City Council Helen Parker Launceston City Council Kate Woodland Launceston City Council Tricia Hankin Huon Valley Council Maree Alexander Huon Valley Council APOLOGIES: Gabrielle Bowring Glenorchy City Council Rebecca Webster Glenorchy City Council Jonathon Marshall Circular Head Council Lindy Ingham West Tamar Council Karen Smith West Tamar Council Leeanne Wheeler Dorset Council David Banks Hobart City Council Meeting Opened 9:55am Welcome Robbie Shafe welcomed attendees and outlined the Robbie Shafe day’s proceedings. President National Local Government Customer Service Network 1 | P a g e NATIONAL LOCAL GOVERNMENT CUSTOMER SERVICE NETWORK INC TASMANIAN CHAPTER - GENERAL MEETING THURSDAY 10 MAY 2018 Workshop – Communication Styles, Topics covered; Stacey Joseph Behaviours and Emotional • Overview of DISC model Tasmanian Chamber of Commernce & Industry ltd. Intelligence • Understanding preferred communication and behaviour styles • Modify own communication style to suit the audience • The Five Pillars of Emotional Intelligence • Use of Emotional Intelligence • Triggers, Stressors and the Emotional Equation • Enhancing own and others’ emotional intelligence CHAPTER AGM – 1:50pm Robbie Shafe, President, in the Chair Apologies As detailed on Page 1 Confirmation of Minutes Minutes of the Tasmanian Chapter meeting held on 6 December 2017 were accepted. H. Steele moved & D Harvey second New business • NLGCSN Website – has an open forum – encourage all to use this fantastic national tool to ask questions etc • National Conference – to be held 17-19 October 2018 in Brisbane, encourage all to get to the conference and think of nominating their council for an award • Speakers – if you are aware of any great speakers please let Robbie or Danielle know • Launceston City Council – to host next meeting – on Thursday, first or second week of September 2018. 2 | P a g e NATIONAL LOCAL GOVERNMENT CUSTOMER SERVICE NETWORK INC TASMANIAN CHAPTER - GENERAL MEETING THURSDAY 10 MAY 2018 Open Forum Devonport City Council • Continuing to work with Service Tasmania to see what customer service tasks they can perform on behalf of Council when they move into a new building. Clarence City Council • LG elections this year • Front counter changes for reception/ concierge commencing soon • Upskilling staff to provide advanced customer service as Cashiers are part of finance, customer service staff take enquiries and phones • E Services looking at boosting what’s available • Customer Requests –focusing on assisting customers • Training customer service to help community to find services • Getting CSO knowledge onto paper Kingborough Council • Ergonomic assessments – high desk and looking to put in a floor to raise the seating position of the CSOs • NLGSN Benchmarking report – upload data of what we do and this gives you a score against other councils – very useful tool • Robbie created a customer counter database to capture log of customers type, time and resolution • New phone system – Mitel perhaps • Waste Contractor –whole fleet of trucks was burnt so terrible issues with collections, new tender to go out later this year. 3 | P a g e NATIONAL LOCAL GOVERNMENT CUSTOMER SERVICE NETWORK INC TASMANIAN CHAPTER - GENERAL MEETING THURSDAY 10 MAY 2018 • CS Strategy – looking at commencing Launceston City Council • Two weeks to renovate and shift into new area – completed • New staff member – male (current team all-female) • FOGO (Food, organic garden waste) actions put into mobile system for Veolia to be notified instantly as they are driving the truck – fantastic • E Services are still growing • LEAN trainingg and new GM completed cultural survey - • New project commenced - infrastructure and the reactive services provided. • Website was redeveloped 12 months ago and now undergoing review George Town Council • Louise is new to the CS role from the Executive area Northern Midlands • Busy with new rates supplementary and rates summonses • Livepro to be introduced next year • Renovations at Longford with new carpark beside which is a big improvement. Next Meeting Early September at Launceston 4 | P a g e .