Entry received from: Taupō District Council
Category: Excellence in Organisation and People Development

The traditional relationship between council and the community has for some time been one of simple interactions - paying rates, registering dogs and responding to building queries - perceived by some as a one-dimensional function of local government. 

Using the disruptions of the COVID-19 pandemic as an opportunity to reshape our customer experience, the Taupō District Council Customer Relations team took the opportunity to reimagine how we work with our customers, shifting our focus from simply an interaction, to providing a positive experience for customers and visitors alike.

Further pushing the envelope to reshape our traditional council customer service model, part of this project saw us incorporate visitor information services, previously delivered through an i-SITE model, into our wider customer service approach to ensure a seamless experience with everyone our team interacts with.

Thank you to our category sponsor