cqu_971+DS1+DS1.3.pdf (87.91 kB)
Download fileCustomer service in local government : an Australian experience
conference contribution
posted on 2017-12-06, 00:00 authored by W Staples, J DalrympleIn the public sector there are frequently no competitors for the services offered which means that consumers are not free to choose alternate service provider. This paper presents an exploratory case study of a Melbourne local government that sought to improve its customer contact. The absence of thorough service performance measurement data was a major impediment in this case. The lack of data meant that identifying areas to focus improvement efforts on was difficult. To address the issue of customer contact expediently, semi-structured interviews were undertaken internally with 46 key customer service staff. This paper describes the research project, its findings and recommendations to senior management.
Funding
Category 1 - Australian Competitive Grants (this includes ARC, NHMRC)
History
Editor
Kennedy J; Di Milia VParent Title
Proceedings of the 20th ANZAM Conference [electronic resource] : Management : pragmatism, philosophy, prioritiesStart Page
1End Page
17Number of Pages
17Start Date
2006-01-01ISBN-10
1921047348Location
Yeppoon, Qld.Publisher
Australian and New Zealand Academy of ManagementPlace of Publication
Lindfield, NSWPeer Reviewed
- Yes
Open Access
- No
External Author Affiliations
Centre for Management Quality Research; International conference;Era Eligible
- No