Customer Service Manager
Kingston City Council
2:10 PM CASE STUDY: Kingston City Council’s Customer Centric Transformation through Prioritized Investment
Kingston council used the help of 35 locals to understand what the community wanted out of its local government. What they found was that the community was after an efficient council that was transparent, quick to get back to people, and contactable outside business hours. This session will look at how Kingston City Council selectively trimmed processes and updated systems in order to increase first call resolution and community satisfaction.
- Developing systems like the knowledge bank and chat bots internally in order to save costs, and then hiring a script writer to ensure customer usability
- Investing in innovation, such as AI and digital forms, to improve council capabilities outside opening hours
- Equipping all council workers with mobile devices in order to assist with queries while in the community