Reduced Operating Hours

  • 2 Jul 2021 15:40
    Message # 10719848

    Hi Everyone,

    Are there any other councils here (or is anyone aware of any) that have successfully reduced operating hours of their customer service centre/s?

    Thanks in advance!

  • 12 Aug 2021 14:56
    Reply # 10926290 on 10719848

    Hi Brooke, 

    In 2014 when we deamalgamated we had our phone hours as 815-1700 as a legacy from the amalgamated council. After a few candid conversations with our Mayor and CEO we reduced this to 830-1700 to match our reception desk times. 

    I do see that in the future we may consider reducing this to 830-1630 as our reception desk is no more and our counter hours are 830-1630. This will also allow me to move our permanent staff from RDO rosters to FLEX rosters which our ET much prefers. Time will tell.   

  • 18 Oct 2021 12:23
    Reply # 11575029 on 10719848
    Rebecah Brosnan

    At the recent LGMA Annual Conference I believe Scenic Rim in developing their new Customer Experience Strategy reduced operating hours. Unfortunately I didn't get the council rep's name to pass on! 


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