The Network Benchmarking Program is run by BearingPOint on behalf of the National Local Government Customer Service Association (the Network).
It is a benchmarking program for local government customer service departments, incorporating the front counter, switch board, back office and call centre as appropriate. It is open to all local governments across Australia; there are no criteria to be involved and, in fact, the more councils involved, the better.
The project was designed by local government for local government to ensure it is not time-intensive, is confidential, and tailored towards the needs of council customer service departments. It offers all councils the opportunity to identify what is best practice in local government and how to achieve it.
As a non-competitive project, it provides all participants with individual reporting on their relative performance. It develops an understanding of what should be measured in customer service, identifies a department’s strengths and weaknesses, and highlights areas in need of follow up.
The Network Benchmarking Program is an opportunity for participants to learn from each other without publicly disclosing any information about their council.
For more information, go to www.csnetwork.com.au.