2009 Customer Service Symposium
Programme and speaker presentations
Please note: some presentations may have been edited to reduce their file size.
Day One - Thursday 10 September
Simon Pickford, New Plymouth District Council
Case Study: Customer First Strategy at New Plymouth District Council (PDF 1.9MB)
Jeff Shaw, North Shore City Council
Case Study: Customer Service in a Large Local Authority (PDF 6.1MB)
Bobbie Moughan, Waipa District Council
Case Study: Doing More With Less (PDF 3.4MB)
Ian Dykes, Taupo District Council
Case Study: Customer Service at Taupo District Council (PDF 2.7MB)
Marilyn Garth, Palmerston North City Council
Case Study: A Journey of Customer Service - A New Horizon is Dawning (PDF 2.5MB)
Day Two - Friday 11 September
Carol Malpas, New Plymouth District Council
Healthy Staff Programme (PDF 876KB)
Bern Dougherty and Gareth Parry, Wavelength
Induction: A Learning Journey (PDF 2.1MB)
Angela Tayler, Queenstown Lakes District Council
Case Study: Key Performance Indicators (PDF 442KB)
Barbara Whitton, Western Bay of Plenty District Council
Case Study: How to Keep Satellite Service Centres up to Date in a Shared Service Environment (PDF 2.1MB)
Paul Linnell, CTMA NZ Ltd
Does Customer Satisfaction Really Matter? Why do we do Customer Surveys? (PDF 645KB)
Customer Service Benchmarking Programme: www.ctmaworld.com/benchmarknz
Customer Experience Baseline Study of Building Consent and Inspection Services: www.ctmaworld.com/nzconsents
Shane Hackett, Brisbane City Council
"Beyond G'day" - What Makes Customers Satisfied (PDF 1.8MB)
Suzie Patrick, Projex Unlimited
Super Successful Teams: Super Successful Customers (PDF 1.7MB)
Paul Webb, Plan-b Ltd
Keeping Your Council Running - Business Continuity Planning (PDF 1.3MB)