Simulated workplace
Department
Governance and Customer Service
Runs the front counter, the call centre and the customer request system, supports council meetings and councillors, maintains the delegations and policy registers, handles freedom of information and privacy requests, and coordinates the audit and risk committee.
Responsibilities
What the team is accountable for
- Log, triage and track every customer request to closure
- Prepare council meeting agendas, reports and minutes
- Maintain the delegations, policy and conflict of interest registers
- Manage freedom of information, privacy and complaint processes
- Coordinate internal audit and the audit and risk committee
Performance measures
How we know it is working
91%
Requests closed within service standard
97%
Council reports lodged on time
1 min 40 s
Average call wait
People
Who works here
DN
Daniel Nguyen
Manager Governance and Customer Service
Daniel runs council meetings, the customer request system and the policy registers, and joined the shire from a metropolitan council four years ago.
BT
Bec Thornton
Customer Service Officer
Bec staffs the Brightwater front counter and phones, logging and triaging around sixty customer requests a day, and has been here two years.
Systems
Where the work is recorded
Scenarios
Assessment tasks in this department
Documents