Wollondilly residents can now manage and track their own customer service requests online thanks to a new customer service portal launched this week.
This will mean requests are actioned quicker and residents will be updated in real time as council acts on the request.
Once logged in, customers can also see if issues in their area such as fallen trees or potholes have already been reported by other residents.
The system will assist in making Council staff mindful of problems which are causing the most concern in the community, helping in the process of prioritising work programs.
Requests can now be pinpointed on a map, pictured, and include images and other comments to help council resolve the problem.
“Council is working hard to improve our customer experience every day and this is a great step forward for our residents,’’ says Mayor Robert Khan.
“It gives our community members more control over how they enter requests and more specific information about the timing of work.
“While our customer service staff will always be available to take your calls and talk through your concerns during office hours, the customer portal offers a quick and easy way to get an answer about the status of your request any time of the day or night,” he said.
The “Report an Issue’’ function is just the first step in the development of council’s new way of doing business.
By June 2021, the customer portal will allow ratepayers to manage and pay their rates online.
Staff are currently working on allowing customers to book council facilities directly through the system.
“Ultimately, customers will be able to manage and pay all financial transactions and access all council service through the portal,’’ Mayor Khan said.
“The year ahead will also see us developing new initiatives across council to further improve the customer experience.”
Head to https://portal.wollondilly.nsw.gov.au/ to check out the portal.
