Shoalhaven City Council has been recognised as a leader in delivering exceptional service by being named a finalist in the 2020 National Local Government Customer Service COVID-19 Awards.
“This is the pinnacle award for the industry and demonstrates how this organisation is striving for excellence in customer service despite bushfires, floods and the global pandemic,” said Mayor Amanda Findley.
“In the last twelve months, Council has been shifting its focus to providing an improved customer experience when interacting with Council and the improvements are beginning to show.
“I’m delighted that Shoalhaven City Council has been recognised for its response to the COVID-19 global pandemic particularly in its commitment to providing outstanding customer service,” Cr Findley said.
“I commend Council staff who have worked extraordinarily hard to continue providing customer service online and in-person whilst adhering to the changing restrictions”, she said.
“Council has implemented various key initiatives since March this year to support a smooth service delivery, including a speedy transition of some 500 indoor staff to work remotely within a matter of days”, she said.
“The resilience and adaptability of our staff are incredible. For those on the frontline whether our staff at the Administration buildings in Nowra or Ulladulla, and other various facilities such as libraries, entertainment venues or our swim, sports and fitness facilities, they have all shown that it is possible to stay focused on providing excellence in customer service whilst keeping everyone safe”, she said.
Council has also implemented a number of key initiatives to support the community during the pandemic.
This included the provision of a Recovery Hotline for COVID-19 to provide advice and support as well as the introduction of a $17 million COVID-19 Financial Relief package which was designed to provide financial support to the ratepayers within the region.
Council was able to quickly adjust to having nearly 500 employees working remotely, as well as implementing COVID safe measures at its Nowra and Ulladulla administration offices as well as other facilities when the health order deemed it safe to re-open to the public.
Council also expanded its communications services to include a Web Chat Service on Council’s website in April 2020 which been very successful.
The Awards will be announced on 5 November 2020.