Townsville City Council Customer Service Improvement Case Study

This case study outlines the implementation of a knowledge management system by Townsville City Council (TCC) to enhance customer service delivery. The objective was to provide representatives with reliable and consistent information, particularly during disaster response situations. TCC faced challenges during Cyclone Yasi, which highlighted the need for better control over customer service knowledge. The chosen solution, livepro, aimed to centralize processes and information while minimizing IT involvement. The outcomes included a reduction in average handling time by eight seconds and a decrease in on-hold time by twelve seconds. Additionally, the implementation led to fewer errors in customer service interactions, improved relationships with other business units, and enhanced disaster response capabilities. Customer satisfaction levels increased, and user adoption among employees was enthusiastic. The case study presents a clear example of how effective knowledge management can lead to significant improvements in service delivery and operational efficiency.