Annual report 2003-2004, Department of Corporate and Information Services
Department of Corporate and Information Services annual report 2003 - 2004
Northern Territory. Department of Corporate and Information Services
E-Publications; E-Books; PublicationNT; Department of Corporate and Information Services annual report; Annual report
2004-10-14
Made available by the Library & Archives NT via the Publications (Legal Deposit) Act 2004 (NT).
English
Northern Territory. Department of Corporate and Information Services -- Periodical
Northern Territory Government
Darwin
Department of Corporate and Information Services annual report; Annual report
2003/2004
application/pdf
1835-2332
Attribution International 4.0 (CC BY 4.0)
Northern Territory Government
https://creativecommons.org/licenses/by/4.0
https://hdl.handle.net/10070/231111
https://hdl.handle.net/10070/669431
Corporate Governance 74 Customer Charter The Customer Charter, which forms the basis for both the service level agreements and the customer survey, is located at page 14. Customer Relationship Management Framework A Customer Relationship Management Framework and policy has been developed to ensure a consistent and positive experience for our customers during interactions with staff. The framework provides the procedures to assist all staff to successfully and consistently manage customer relationships. Customer service training supports the framework. The following model highlights the processes and corresponding tools within the Framework. Stakeholder Forums Regular stakeholder forums in the financial, human resources, ICT, and general services areas have been held to share information and set directions. The forums have been very successful and well received by customers and will continue throughout the next financial year. Customer Survey The third annual customer survey was conducted in accordance with our service level agreements. Following on from the customer surveys, the results are analysed and presented back in report form to respective agency CEOs. Their feedback, together with comments arising directly from the survey, are used as a basis for each product manager to develop an action plan aimed at improving the quality of service to our customers. It is this continuous improvement process and the combined efforts of all concerned that can claim responsibility for this years improved rating from an overall average of 76% in 2001/02 to 83% in 2003/04.