Thank you to our sponsors for supporting the National Local Government Customer Service Network.
Find out about our Sponsorship Opportunities.
We are the world’s most reliable contact centre technology provider. Our global brand is built on our track-record of consistently honouring our commitments – to our customers, our staff and our shareholders.
Enghouse Interactive, a subsidiary of Enghouse Systems Limited (TSX: ENHG), is a leading global provider of contact centre software and service solutions that deliver enhanced customer service and transform the contact centre from a cost center into a powerful growth engine. Our Practices and Solutions enable businesses to leverage meaningful, daily customer interactions to extract key insights used to deepen customer loyalty and uncover new opportunities to add value, profitably.
Supporting over 10,000 customers, in 120+ countries, Enghouse Interactive works within any local regulatory environment and supports any telephony technology, whether deployed on premises or in the Cloud, ensuring that our customers can be reached by their customers – anytime, anywhere, and via any channel.
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. Since 2001 livepro have been delivering a powerful knowledge management solution to customer service centres in all major industries including Local Government, Banking and Finance, Airlines, Insurance, Superannuation, Education and Health.
livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
With livepro, organisations have reliable answers to even the most complicated customer questions in an instant. livepro is the perfect single source of truth thanks to its easy to use powerful search feature, able to deliver quick and consistent answers through any channel the customer seeks information, whether its via phone, email, front counter, website, self-service, live chat or even modern virtual assistant.
Customers are happier thanks to quick and easy answers to their questions, staff feel self-assured to handle all enquiries, factors of compliance and risk are minimised thanks to easy-to-follow process guidance and costs are cut through reduced training time, AHT reduction and elimination of errors.
To learn more about livepro visit: www.livepro.com.au
At Proto, our goal is to empower our Clients to transform Customer Understanding into outstanding Customer Service.
We embrace the complexity that everyone shies away from and pinpoint what your customers value most, so you have the confidence you need to make the right improvements now, next and later. Our core focus is helping our Clients become brilliant at Customer Understanding so they have the absolute clarity they need to drive customer service improvements.
We provide the training, tools, templates and support you need, when you need it, to unlock the keys to driving consistent customer service and experience improvements in your Council area. We believe by equipping you to know more, you have the ability to be more.
We offer the following Services to Councils:
- Customer Research
- Customer Service & Experience Improvement
- Customer Journey Mapping
- Insights & Innovation
- Human Centred Design
- Employee Experience Improvement
Well Done International is an Australian owned and managed 24×7 Council Contact Support specialist provider.
Our approach to service delivery is different. Involvement in the NLGCSN since 2000 has made us more collaborative. Built in an agile development framework, our CouncilPRO app just keeps getting better with user input. Council personnel managing services have almost the same level of visibility, access and reporting as our Client Services support team. All normal support is included in a modest monthly access charge. Flexible pricing options allow Councils to structure their services to achieve value for money results.
We are a Preferred Provider to local government on four state contracts covering all States and the NT. Come and see how easy it is to manage your service with us when systems, training and tools all align with what Councils do and want. We are happy to field questions from your teams, too.
After Hours | Overflow & BCP Cover | Business Unit support| Welfare Monitoring | Digital Customer Services
Corporate Protection Services provided the Network and its members armed hold up training for many years.
Security and Protective Training Services
- Armed Robbery Program
- Crisis Management
- Cash Handling
- Conflict Resolution
- Security Practices
- Investigative Competencies
QLess allows customers to interact with the Council service centre from their mobile phone, QLess App, Council App, Council web site, touch-screen kiosk, Concierge App, or real-time Appointment Booking. Once in a virtual queue or appointment, if wait times exceed expectations, QLess will send status updates to the customer via their mobile phone. Customers can interact with the messages to request more time, elect to push themselves back in the queue or change to an appointment for another day. Clearly, if there is no queue, customers can walk to a counter and be seen straight away with the CSO logging the transaction in QLess via the CSO’s desktop.
Once the transaction has finished, the customer receives a Customer Feedback link on their mobile phone. The customer feedback is linked to the transaction and so now, you really know what the customer thinks of the service provided.
QLess is an annual subscription-based solution including unlimited users, all software & services, and all future software upgrades. We’ll even provide FREE Concierge iPad applications in order you can manage customers in a whole new way.
No more installing servers or licenses, we manage everything within an AWS Cloud environment.
QLess is a real alternative to those ‘take a ticket and wait’ solutions. QLess doesn’t demand that customers need to wait and watch a screen hoping their turn will come soon. With QLess, customers are free to get a coffee, catch up on the latest tweet safe in the knowledge that QLess will let them know when it’s their turn to be seen.
Customer service centre interactions are changing, and QLess is helping to drive those changes!
Councils/Government using QLess include:
- Central Coast Council, NSW
- City of Greater Bendigo, VIC
- Canterbury Bankstown, NSW
- City of Stirling, WA
- Burwood, NSW
- Penrith, NSW
- City of Casey, VIC
- Land Registration Service, NSW
- Consumer Business Service, SA
In addition to QLess, Hague Australia also provides a Visitor, Contractor & Staff management solution. DigiGreet is a Cloud based solution in which, a touch-screen kiosk, tablet or QR code are at the doors to your Service Centre. When staff, Visitors or Contractors arrive, they check-in which notifies the relevant member of staff. Visitors and Contractors are asked a range of questions, for example if a Contractor is visiting your warehouse, they are asked a series of OH&S questions. Once answered correctly, a photo is taken, and a badge produced. DigiGreet will also allow Staff, Visitors & Contractors to book appointments via the Council website.
Hague Australia is part of Hague Group with a group turnover of over $55m.
Mystery Customer are one of Australia’s premium suppliers of mystery shopping data and analysis. We were established in 2001 and are based in the Sydney CBD.
We employ a community of 18,500 mystery shoppers, located in metro, regional and remote parts across Australia – ensuring all geographical areas can be covered.
Everything we do is designed and conducted with our client’s strategic and tactical goals in mind. We have a unique partnership with Lonergan Research, which ensures best practices are adhered to.
We are accredited with the Mystery Shopping Providers Association (MSPA) and abide by their Code of Ethics
Open Office provides an end-to-end solution designed specifically for Local Government encompassing Financials, Property and Rating, Asset Management, Licensing, Compliance and Local Services.
With Open Office you can change the way you work and achieve unparalleled community service by providing a single-entry point for community members to easily interact with Council. We help you build bridges between the Council and the Community to promote collaboration and a customer-centric approach to public service delivery.
With Open Office’s portals, you can provide your community with 24×7 access to services such as payment processing, facility bookings, planning applications and other online services. Give your customers freedom with the convenience they deserve. Put your Customers first with Open Office.
Open Office delivers choice and flexibility in a fully integrated Council wide solution. We help Local Government Innovate.
Progress Training Systems specialises in creating and facilitating in-house Social Intelligence workshops and programs.
Since 1988, we have worked with local government and mainstream clients to help further develop the capabilities of their people, and show leaders how to maximise that potential in today’s fast-paced world.
Our programs and workshops build on our BEST principles; philosophies and TRACOM’s Social Intelligence programs and instruments that allow your people to further develop their capabilities and build better relationships, enabling them to be more productive and effective in the workplace.
Social Intelligence is the realisation of true potential in individuals, teams and entire organisations and at Progress we work hard to create clarity of role and purpose, to define and impart skills through practical and effective systems and programs, and ensure a lasting legacy that continues to achieve results into the future.
At Progress Training Systems we undertake research and orientation activities with clients to ensure we understand your Councils culture, terminology and procedures. We conduct diagnostic evaluations to enable us, in partnership with you, to tailor and customise the selected program to suit your Council’s style, services and other development activities. Progress provides clients with a range of innovative delivery options to compliment our skills development and behavioural change programs. We cater for face to face a virtual options for clients across Australia and the Pacific.