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Customer service in local government : an Australian experience

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conference contribution
posted on 2017-12-06, 00:00 authored by W Staples, J Dalrymple
In 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 V

Parent Title

Proceedings of the 20th ANZAM Conference [electronic resource] : Management : pragmatism, philosophy, priorities

Start Page

1

End Page

17

Number of Pages

17

Start Date

2006-01-01

ISBN-10

1921047348

Location

Yeppoon, Qld.

Publisher

Australian and New Zealand Academy of Management

Place of Publication

Lindfield, NSW

Peer Reviewed

  • Yes

Open Access

  • No

External Author Affiliations

Centre for Management Quality Research; International conference;

Era Eligible

  • No

Name of Conference

Australian and New Zealand Academy of Management. International conference

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