Targeted improvements designed to enhance TRC customer experience
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Toowoomba Regional Council (TRC) is continuing to streamline processes by implementing key upgrades to improve the community’s ability to search for their wheelie bin service day and lost pets.
TRC Customer, Communications and Engagement portfolio spokesperson Councillor James O’Shea said embracing change and innovating was key to giving customers a better experience when interacting with Council.
“These updates have been made possible by making targeted improvements to our existing ICT systems to better display information that is already available on Council’s website,” Cr O’Shea said.
“This is part of a body of work that will continue to improve access to information on our services with more initiatives being rolled out soon,” he said.
“Council wants to do things differently this term and part of that is improving our digital offerings and processes to improve the way we interact with residents, local businesses and online visitors.
“Technology is offering new ways to do things and allowing us to connect our community to the information they need in a more efficient, relevant and easy to consume manner.”
Information, Communications and Technology portfolio spokesperson Councillor Edwina Farquhar said the new ‘Lost and Found Animals’ tool is now more prominent on Council’s website which will make it easier for customers during what can be a challenging time.
“The new tool presents a user-friendly image of a pet at the first instance, giving users more clarity over whether a pet that is at our Animal Management Centre could be theirs,” Cr Farquhar said.
“The ‘Lost and Found Animals tool replaced a system which presented written data on any impounded animals and had small images which was not meeting customer’s expectations,” she said.
“This tool is expected to significantly reduce the volume of interactions, minimise complaints and ultimately lead to improved customer satisfaction when looking for a lost pet.
“It has also been optimised to work with mobile devices, which will be helpful if people are out looking for their pets when they check to see if they have been handed in.”
It can be found at: https://www.tr.qld.gov.au/our-region/living-here/animals/6949-lost-pets-animal-management-centres
Cr Farquhar said the ‘Find my Bin Day’ tool has been updated to provide a significantly improved customer experience.
“The updated search tool offers a quick visual indication of the bin day and bin types due to be serviced for a property by inputting the address into a simple search field,” she said.
“Previously a customer would need to access a mapping system, then search and find their property clicking through to access this information. This is simple, yet efficient change will give customers more confidence in the result.”
It can be found at: https://www.tr.qld.gov.au/environment-water-waste/waste-recycling/household-waste-collection-wheelie-bins/9264-waste-bin-day