Townsville looks to livepro for knowledge in the cloud
Citizens and customers of Townsville City Council (TCC)are to enjoy better quality and quicker response times to their questions through a deal signed between TCC and IMC Communications to implement livepro, a cloud-based knowledge management solution.
Megan Leavy, Executive Manager Customer Service, TCC headed up the search for a system to help the large team to provide accurate and quick responses to questions ranging from, ‘what night is garbage night?’ through to survival information in natural disasters.
“We had moved from a word based document system to a free shareware product and then to SharePoint, but the searching still remained chunky.”
“We wanted to track who's read what and importantly, who understands it. Our needs were specific, and we chose livepro as it was the only product on the market that gave us what we wanted.”
“The time it takes to get our staff ‘job ready’ when new or after leave will also be dramatically reduced. Therefore, our customers should expect a faster response, consistent answer, and reduced time-on-hold as our team look up or check information. Our sums show we’ll achieve multiple cost savings through reduced handling times, reduced Call Centre staff turnover, reduced risk of stress and reduced costs associated with storage and archiving of emails,” said Ms Leavy.
The ability to update multiple users simultaneously will help TCC manage emergency responses.
“During Cyclone Yasi, our Disaster Recovery strategy was supported by the LGAQ call centre in Ipswich. However, the nature and speed of the cyclone’s approach meant we needed to quickly supply the Ipswich team with information on how to handle the calls.”
“Next time, with livepro, we’ll be prepared; able to update information and for it to reach people in real time. This will help save lives,” said Ms Leavy.
Ms Leavy hopes to leverage their livepro Knowledge Management experience to benefit other councils.
“Much of what we do will be very similar to our peers. We’ll be able to then share that information with other Queensland councils.”