Ōpōtiki District Council advise the implementation of a new telephone call back, email return and appointment booking system for enquiries dealt with by our planning and resource consents team.
Increased volumes of enquiries, coupled with a staffing shortage meant a more robust system was needed to maintain a high level of service. The system will ensure phone and email enquiries and appointment requests are responded to within set timeframes providing certainty for customers. Enquiries will be directed to the correct staff member so there is less frustration and time wasted. Council can track workflows and improve follow-up on requests, which provides a time and cost benefit to all ratepayers.
From Thursday 14 December 2017, requests to speak with, receive emails from, or meet with a resource consents officer will be entered into a booking system.
The service standard for returning phone calls and emails is five working days, including returning calls to book appointments. While responses cannot be provided immediately, it is hoped the benefits of the new system outweigh the slightly increased response timeframes.
The service standard for appointments is 10 working days from receiving the booking request.