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Better customer service saves time and resources

Having identified a community concern regarding the amount of 'red tape' involved in development applications, the City of Playford in South Australia resolved to establish a best practice customer service system. The new application process reduces the number of steps involved and requires only one or two Council staff to see the application through to fruition.

Crucial to the new system was the introduction of procedures which enabled discussion of issues and concerns prior to applications being lodged.

The aims of the new system are threefold.

• To reduce the length and complexity of the application process.
• To increase the availability of support services to applicants.
• To develop a guidance rather than a policing role in the approval process.

The new process has been advertised widely in the community through local media outlets and information sheets available at the Council offices and the local library. Major developers have been invited to attend presentations conducted by Council to demonstrate the changes.

Benefits to Council and the community include smoother, more efficient and speedier transaction times, a drop in the number of phone enquiries which need to be processed and, due to the simplification of the process, more staff are equipped to handle queries.

The more efficient application process enables developers to schedule work and plan with greater surety. Internal goals to assess minor applications within three to five days and major applications within five to ten days have been established.

Currently the system averages 1.2 days to process minor applications and three to four days for major applications. Performance measures are monitored on both a weekly and monthly basis. Information about the new system is comprehensively explained on Council's web site.

Introduction of electronic lodgement of applications, including email and the Internet, electronic payment of fees and the electronic storage of documents will soon make it even more efficient.

For further information contact Tany Pocius, telephone (08) 8282 4125.

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