Managing requests from the community

Overview

Improving our response to requests from the community involves delivering seamless connections. We are doing this using cloud-based, digital platforms to provide a ‘no wrong door’ experience.

Benefits

A request, complaint or action will be assigned to the most suitable staff member or ranger based on factors including location, skills and equipment needs. Communication will be automated where appropriate. Streamlining these interactions is expected to deliver better outcomes for a growing community using the same workforce.

In 2020, these improvements will be delivered for Domestic Animal Service requests, with others to follow. We are on target to significantly improve the digital interface by streamlining the customer journey. For example, people will be able to register their dogs through the ACT Digital Account. This will mean more time in the field and less time in the office for rangers and improve response times for reports about dangerous dogs and other complaints.

Building on Fix My Street enhancements in 2019, future, improvements in the management of other services are planned, including:

• household bins, rubbish, recycling and green waste collection
• community path networks including cycle paths and shopping centre pavements
• road maintenance, street lighting, street sweeping, stormwater, road and pavement resurfacing
• trees in Canberra’s residential streets, as well as significant trees under the Tree Protection Act 2005
• graffiti reporting and removal
• playground maintenance and safety
• community bus services
• Transport Canberra bus incident management
• reporting abandoned vehicles
• reporting sharps in public places
• requests and complaints regarding use of public land
• sportsgrounds and facilities bookings.

Status update