Maintaining current levels of service - Quarter 3, 2021 / 2022
Project
Target
Status
Commentary
MS1.1.1 - Deliver a review of the Internal Services Survey and the Logan Listens: Residents' Survey.
Purpose: To identify improvements for the next survey period.
June 2022
On Track
As at the end of the third quarter:
Major internal sponsor/stakeholder meetings were held in regard to the internal services survey to determine and align to branch needs for 2022.
The agreed process will include a meeting with Taverna and participating managers to workshop improvements.
Major internal stakeholders will be consulted in early April to determine any additional requirements for the Residents’ Survey process prior to schedule finalisation.
MS1.2 - No projects allocated against this priority for the financial year.
MS1.3.1 - Deliver a customer experience quality assurance framework.
Purpose: To capture a full 360 degree view of customer interaction and overall experience. This will help ensure we are providing a consistent service to the community.
June 2022
Completed
As at the end of the first quarter, the framework design and testing was successfully completed. Training and rollout was also completed.
The Customer Experience Program was experiencing a high number of privacy breaches and was not meeting the reporting requirements for privacy, confidentiality and the use of information. This was mitigated by the release of an updated version of Livepro to support the Quality Assurance Framework.
Project complete.