2019 National Local Government Customer Service Conference and Awards
Dates: 16-17 October 2019
Rydges Port Macquarie, NSW
President’s Message
Dear Colleague,
In my first year as President, I’d like to thank you for participating in the 2019 National Local Government Customer Service Conference.
Creating an amazing work culture that clearly shows who you are as a team and Council starts with leadership. When you create a work culture that matches what you envision, it starts to become part of your team’s DNA.
This year’s conference brought to you case studies and practical workshops with highlights including:
- Expert advice and experience from our celebrated keynote speakers
- Targeted case studies with tangible outcomes you can take back to your team
- Strategy development you can use with your organisation
- A paradigm shifting session
Our most requested session, the Executive Leadership Panel was once again highly inspiring.
I’d like to thank our valued sponsors.
Congratulations to our amazing Council members who were celebrated at the prestigious awards gala dinner on 17 October.
Regards
Damien Robinson
President, National Local Government Customer Service Network
2019 Conference Sponsors
Platinum Sponsors
Gold Sponsors
Silver Sponsors
2019 National Awards Winners
The 2019 National Local Government Customer Service Awards were presented on the evening of 17 October at a gala dinner at the Rydges Port Macquarie NSW.
Congratulations to the exceptional Councils, their teams and individuals.
National Customer Service Excellence Award
Winner – Lake Macquarie City Council
Highly Commended – City of Tea Tree Gully Council
Innovation in Customer Experience & Excellence in Service Delivery Award
Winner – Toowoomba Regional Council
Highly Commended – Lockyer Valley Regional Council
Highly Commended – Northern Beaches Council
Customer Service Team of the Year Award
Winner – Bellingen Shire Council
Highly Commended – Cessnock City Council
Highly Commended – Western Downs Regional Council
Customer Service Leadership Award
Winner – Keith Clarke – Southern Downs Regional Council
Highly Commended – Allister Brockley – Albury City Council
Customer Service Individual of the Year Award
Winner – Michelle Hardie – Lockyer Valley Regional Council
Highly Commended – Jasmin Schmerl – City of Burnside Council
Awards - Key Dates
13 May 2019: Award Nominations Open
16 August 2019: Award Nominations Close
September 2019: Finalists Announced
17 October 2019: Awards Gala Dinner, Rydges Port Macquarie
Award Categories
Award Categories
- 2019 National Customer Service Excellence Award
- 2019 Innovation in Customer Experience and Excellence in Service Delivery Award
- 2019 Customer Service Team of the Year Award
- 2019 Customer Service Leadership Award
- 2019 Customer Service Individual of the Year Award
Nominations Closed on 19 August 2019.
Awards Probity
The Executive Committee have undertake all actions to ensure no involvement in the awards process and maintain probity. No Executive Committee members have or will have access to any correspondence with applicants or the award submissions, including the process of receiving, downloading and distributing the submissions to the judges. Additionally, they will not find out who the winners are until the Gala Awards Dinner during the presentation ceremony.
Receipt of Award Submissions
Award submissions are to be ONLY made online via this form to an account only viewable by The Network’s marketing consultant. In addition, applicants can email questions to events@csnetwork.org.au.
Preparation of Award Submissions for judging
All award submissions will be downloaded (but not viewed) by our marketing consultant to a Dropbox folder on their account which will be shared by the judges only.
Judging Panel
Sponsors of the Conference will be invited to be on the judging panel, but only if there is not a perceived or real conflict with the Councils who make submissions. For each award category, the sponsors will be provided a list of Councils who have submitted, to enable them to excuse themselves from that category based on perceived or real conflict and/or that they will be striving to engage in commercial activities with any of the applicants in the coming months.
The judges will independently access each application and then convene in early August to determine the winner and finalist of each category. This information will only be shared with the Network’s marketing consultant to enable the design and purchasing of plaques and certificates.
Award Finalists
2019 National Customer Service Excellence Award
- City of Tea Tree Gully
- Cumberland Council
- Lake Macquarie City Council
2019 Innovation in Customer Experience and Excellence Award
- City of Fremantle Council
- City of Greater Geraldton Council
- Clarence Valley Council
- Eurobodalla Shire Council
- Lane Cove Council
- Lockyer Valley Regional Council
- Northern Beaches Council
- The Hills Shire Council
- Toowoomba Regional Council
- Western Downs Regional Council
2019 Customer Service Team of the Year Award
- Bellingen Shire Council
- Cessnock City Council
- City of Burnside Council
- City of Canterbury Bankstown Council
- Glenorchy City Council
- Goulburn Mulwaree Council
- Hawkesbury City Council
- Lake Macquarie City Council
- Southern Downs Regional Council
- Western Downs Regional Council
2019 Customer Service Leadership Award
- Allister Brockley, Team Leader Customer Service, Albury City Council
- Keith Clarke, Customer Service and Corporate Knowledge Coordinator, Southern Downs Regional Council
2019 Customer Service Individual of the Year Award
- Christine Lund, Customer Service Officer, Blue Mountains City Council
- Jane Ordish, Customer Service and Information Officer, Eurobodalla Shire Council
- Jasmin Schmerl, Customer Experience Representative, City of Burnside Council
- Kirsten Semenetz, Customer Service Advisor – Development Planning, Blue Mountains City Council
- Michelle Hardie, Customer Service Project Officer, Lockyer Valley Regional Council
- Nicole Miller, Senior Customer Service Officer, Hawkesbury City Council