Maintaining current levels of service - Quarter 2, 2021 / 2022
Project Name
Target
Status
Commentary
MS1.1.1 - Deliver a review of the Internal Services Survey and the Logan Listens: Residents' Survey.
Purpose: To identify improvements for the next survey period.
June 2022
On Track
In the second quarter, a preliminary review of the previous contract, deliverables and questionnaires was undertaken to inform improvement opportunities for 2022 project planning.
Discussions were held with representatives from Taverna Research Group (the approved service provider) to commence negotiations and discuss delivery and improvements for the 2022 Internal and Residents' Surveys.
Detailed project planning and stakeholder engagement is scheduled to commence in the new year.
MS1.2 - No projects allocated against this priority for the financial year.
NA
NA
NA
MS1.3.1 - Deliver a customer experience quality assurance framework.
Purpose: To capture a full 360 degree view of customer interaction and overall experience. This will help ensure we are providing a consistent service to the community.
June 2022
Completed
As at the end of the first quarter, the framework design and testing was successfully completed. Training and rollout was also completed.
The Customer Experience Program was experiencing a high number of privacy breaches and was not meeting the reporting requirements for privacy, confidentiality and the use of information. This was mitigated by the release of an updated version of Livepro to support the Quality Assurance Framework.
Project complete.