Connecting you to Customer Care
Innovative customer care is important in order to be able to deal with concerns and issues which South Dublin County’s citizenry have. For some time now, South Dublin County Council have been logging and tracking customer care issues throughout the organisation to ensure that they get dealt with in as orderly and effective a manner as is possible. Issues or concerns can be presented to our staff in a number of ways - by phone, by letter, in person, across the internet via email, or through an online logging facility on the council’s web site.
Logging your issue via the Council’s web site on-line form is the most effective way which you can note your issue or concern. It provides ample capacity to accept your details, provide a map reference to the geographic area where you are contacting us about (if relevant), and full details of your issue can be entered. The beauty of using this on-line form is that when submitted it is placed within the Council’s customer care system exactly as you have entered such that the staff which will actually deal with your issue will have your entire text as you have provided it. This helps enormously with bringing issues to the point of finality.
Once an issue is received and logged, an internal work flow process happens where your issue is transferred electronically via a computer system to the department that is responsible for the effected area. Within the responsible department, the issue is assigned to a staff member who is responsible for resolving the issue. The issue is then monitored and reported on to ensure it gets dealt with within designated target times as set out in our customer care plan.
However, it doesn’t stop there. You may not even be aware of it but our customer care team take an active role in ensuring your issue is resolved internally within the Council. These staff will follow up with our departments on your behalf to ensure that the issue gets handled with suitable priority and that you are kept informed where appropriate. Should an issue not be getting due attention for any reason these staff will champion your issue internally working behind the scenes on your behalf.
The technology which runs the entire customer care logging, tracking and work flow application has been designed and developed in house. Staff from our corporate services department / customer care unit have worked closely with our Information Systems staff / Development and Design unit to produce a bespoke application which is suited to the needs of serving the citizen in South Dublin County.
