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Review of Customer Services Agency - Function and Structure

Details

RFx ID : 21873589
Tender Name : Review of Customer Services Agency - Function and Structure
Reference # : 8894
Open Date : Thursday, 31 October 2019 4:30 PM (Pacific/Auckland UTC+13:00)
Close Date : Thursday, 21 November 2019 4:00 PM (Pacific/Auckland UTC+13:00)
Tender Type : Request for Quotations (RFQ)
Tender Coverage : Sole Agency  [?]
Categories :
  • 80000000 - Management and Business Professionals and Administrative Services
Regions:
  • Otago
Exemption Reason : None
Required Pre-qualifications : None
Contact : Dave Wish
Alternate Physical Delivery Address  :
Alternate Physical Fax Number  :
Overview

The Customer Services Agency (CSA) is the first point of contact for customers wishing to engage with the Council. Customer Services includes the Customer Service Centre in the Plaza, and the Council’s contact centre.

The Contact Centre handles 1120 interactions per day, consisting of 1000 phone calls, 100 emails and 20 social media contacts, across 34 Council departments as well as handling calls for the local bus helpline on behalf of the Otago Regional Council.

The Plaza service centre handles on average 400 interactions with customers and visitors daily.

In addition to the CSA Plaza service centre there are 4 service centre agencies located at satellite public libraries. These agencies are operated by the Libraries with some assistance from Customer Services.

We are seeking a provider to undertake a review of the Dunedin City Council (DCC) Customer Service Agency functions and structure and to provide a report detailing findings, options analysis and recommendations.