What is a Request Management?
It is a system that is designed to help Council manage and streamline customer inquiries, service requests, and customer interactions.
It encompasses all activities from the moment a customer reaches out with a query or problem, to the final resolution and follow-up. The goal is to ensure a smooth, efficient, and satisfactory experience for the customer
Ci to CiA upgrades
On Tuesday, August 27 we upgraded our Property and Rating (P&R) software. P&R is our database where customer request managements (CRMs) are created. It also holds information on the people who live here, their animals, land, rates, and addresses.
The upgrade will be completed in four stages over roughly three years. We have just completed Stage 1A, which sees the transfer of our district’s people, property information and CRMs into the new system.
Request managements are an essential tool in providing great customer experiences. They help us keep track and follow through with our customers’ requests for information. The P&R upgrade allows for a more streamlined, customer focused system, where all their information is kept in one secure place.
This helps us see all the touchpoints a person has with council, so we can provide an exceptional experience, while reducing admin and duplication of work for us.
Our findings
At the start of 2025 we had nearly 4,000 request managements that were overdue, with most lacking any meaningful information in the resolution section. In the past, there has been very little transparency around customer interactions and their overall experience.
To help to turn this around, Julie has been running request management drop-in training sessions, with over 100 refresher sessions completed so far - this consisted of one on one, group and team sessions.
- We have gone from 4000 overdue request managements to about 800 – that’s a huge reduction of around 80 percent.
- Now 99 percent of all request managements are closed with a resolution update.
- All new starters that will use request management will have one on one training with Julie.
