Thanks to Connie, answers are only a click away

Introducing Connie the Cow, she is here to make information easy! 

Did you know the Fitzroy Basin has over 3 million head of cattle and is the top cattle region in Australia? Well there is a new cow in town and she is here to help! Meet Connie shortened for Constance, the Latin word for constant knowledge. Connie is an innovative internal knowledge management system designed to assist council’s customer service team enhance customer service efficiency and satisfaction.     Central Highlands Regional Mayor Janice Moriarty shared how Connie came into existence.  

‘We understand from a recent customer experience survey, customers want their interactions with council to be as smooth and efficient as possible’. 

‘We’ve equipped our frontline teams with readily accessible information via a knowledge management system (Connie) that enables them to resolve a greater proportion of enquiries more efficiently’.  

‘Connie is an internal centralised information source. A single source of truth, providing our customer service team with direct answers to customer questions shortening interactions so customers can get on with their busy lives’. 

‘We appreciate and are committed to listening to customer feedback and finding innovative, cost-effective solutions that deliver efficiency and improved customer experiences.’    

Key features of Connie include: 

Centralised Information: Consolidates data from multiple sources into a single, accessible platform. 

Controlled Knowledge: Provides answers to customer inquiries, ensuring accuracy and consistency. 

Real-time Updates: Easy-to-update internal system to maintain accuracy and relevance. 

Enhanced Efficiency: Reduces average handling time, boosting productivity and customer service quality. 

If you have any enquiries, please contact council on 1300 242 686.