Transforming the Customer Experience Through Stormwater Regional Realignment

Auckland Council is the result of the combination of eight legacy councils. From ‘Day One’ of amalgamation on 1 November 2010, the Stormwater Operations Group (Stormwater) has focused on continuity of service provision, ensuring minimal disruption while utilising legacy processes, procedures, systems and protocols.

During the past two years, Stormwater has been moving from the initial transition state into transformation mode. The amalgamation of several entities has provided the opportunity for the streamlining of service provision, adoption of ‘best practice’ throughout the region, and overall improvement of the customer experience.

Two years on since amalgamation, Stormwater ‘s maintenance contracts are in the process of being consolidated, aligning levels of service, providing more efficient service delivery, and contributing to savings.

This paper will focus on the challenges facing Stormwater’s journey to transform the customer service experience, including describing how the Stormwater Unit has worked with the Call Centres to substantially reduce misdirected calls and streamline responses; align regional levels of services; and, undertake customer satisfaction surveys that inform continued improvement processes.