Hi Megan,
Richmond Valley Council customer service dept answers 80% of all rates calls and rates customer enquiries, we have an online wiki system where staff can search on subjects and obtain further information to relay to customers. It also involves rates staff attending customer service meetings and relaying necessary information or any areas that may require improvement. Similiar to John above most problems we have had are in new staff and the level of training they have undertaken. Customer service staff complete pension forms, coa forms, direct debit forms etc.
Our customer service area has done this for two years and whilst at first it would of been more like 60% of calls and counter enquiries completed it is now definetly at 80% and sometimes at a higher rate.
Best of luck
