Maitland City Council is inviting consultants to submit a Request for Quotation (RFQ) for a customer service review. Maitland City Council customer service is provided primarily through the Citizen Services Centre (CSC) based at Council's Administration Building in Central Maitland. The CSC is resourced by a combination of full and part time staff and is open five days per week, 8.30am to 5.00pm Monday to Thursday and 8.30am to 4.30pm Friday. Council also offers an after hours phone service for emergencies provided by an external contractor.

A review of Council's customer service function was last undertaken in 2014 and included a comprehensive service review, which lead to the development of the Citizen Services Strategy, Our New Approach, adopted in 2015.

Since this time, there have been a number of changes to the organisation, including an organisational restructure that resulted in a change to the reporting structure for the Citizen Services and Engagement Teams. There has also been changes to the technology being utilised, including Horizon, Olark for live chat and the introduction of the new corporate website. This, combined with a number of vacancies within the CSC and the Specialist role, the plans for the new City Administration Centre and Operational Plan Action 16.1.2.1 'Review Council's Citizen Services Strategy' make it the appropriate time to undertake the review.

RFQs close 5.00pm, 1 February 2019
Project Contact: Matt vanderWall
(02) 4931 2830
Matt.vanderWall@maitland.nsw.gov.au