City of Melville Wins Double Customer Service Accolade

The wins came against a field of other local government agencies in Western Australia and across the country at a Sydney ceremony on Tuesday, 9 November.

Hosted by the Customer Service Institute of Australia, award criteria were based on the International Customer Service Standard.

Chief Executive Officer Dr Shayne Silcox said he was honoured to receive the awards on behalf of the City and proud of the staff’s continual efforts.

“Under the leadership of the elected members of the Council, the City’s staff has an ongoing focus on customer service and making continuous improvements to how we meet customer needs,” he said.

“We still have much to do, but this is a good benchmark that we’re on the right track and we will continue to work with customers to continually enhance our service delivery and meet their growing expectations.”

Dr Silcox said the City’s customer service team took 115,000 calls each year and received 30,800 customer requests in a year.

“We have implemented procedures to assess customer feedback and improve our customer service standards because we believe it’s our responsibility to serve our residents the best way we can,” he said.

“Our most successful new initiatives have been the development of our online customer request system as well as a one-stop-shop approach where customers can make any request about the City’s 209 services via one phone number.”

On receiving the awards, the City of Melville was recognised for its customer-focused philosophies and high quality service management systems.

The Australian Service Excellence Awards showcase achievement in Customer Service – finalists are selected for their high standards of management, training and commitment to excellence within those organisations.

To contact City of Melville Customer Service, please call 1300 635 845 or visit www.melvillecity.com.au.