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Webchat improves Council’s engagement with residents

19 June, 2014

Lord Mayor Graham Quirk is investing $3.8 million to improve Council’s customer services and integrate new digital engagement platforms in his 2014-15 Budget.

Cr Quirk said an investment of $340,000 would see the introduction of online customer web services with Council’s call centre to meet the changing needs of the community.

“The webchat initiative is aimed at providing an innovative cost-effective way for customers to connect with Council,” he said.

“The project will be implemented over two years, providing an additional channel of choice for customer enquiries.

“Online customer webchat will also contribute to Council’s strong focus on supporting our business customers and help to meet increased demand in this area.”

Cr Quirk said an audit and review of Council’s online forms would also take place in 2014-15.

“Standardising our online forms will improve accessibility for customers who use assistive technology and help Council to better manage information received via this channel,” he said.

Cr Quirk has also announced the introduction of a new commercial opportunities team.

“I am committing $490,000 for a new commercial opportunities team who will identify ways that Council projects and services can be delivered in a more cost effective way,” he said.

“This could involve looking at ways to improve the way we carry out projects so that materials can be recycled or reused, or looking at ways to partner with private enterprise to deliver new projects at no cost to the community.

“The work carried out by the team will benefit every ratepayer by putting our practices under the microscope to see how things can be done more efficiently and possibly identify new revenue streams such as advertising on Council infrastructure.”

Cr Quirk said Council’s Business Hotline would also receive a boost in funding to meet increased demand with $1.3 million for the expansion of the Business Hotline, 133 BNE, which provides Brisbane businesses with 24/7 priority as part of Council’s Call Centre.

“The Hotline is equipped to manage all business-related enquiries to minimise response time and ensure a high level of service to Council’s business customers. [Ends] June 18, 2014



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