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MEDIA RELEASE - Glenelg Shire a state leader in customer service

6 June 2018

New research has confirmed the Glenelg Shire Council is a state leader in customer service and community engagement.

The annual Local Government Community Satisfaction Survey, led by the State Government, has identified the council is performing higher than its state-wide counterparts across a number of key performance indicators, including community consultation and decision making, for the second consecutive year.

The results showed a staggering one third (31 per cent) of surveyed residents rated councils customer service as “very good”, with a further 39 per cent providing a rating of “good”, a significantly higher scoring than both the State-wide council average and the Large Rural group council average.

Mayor Cr Anita Rank said the results were a reflection of council’s proactive commitment to quality service delivery and community engagement.

“The survey has indicated that residents are both confident and satisfied with council’s performance, particularly in the area of customer service which was the highest scoring performance area, which increased an impressive six points from last year’s results,” she said.

“This positions our council as state leaders in the customer service field, which is an outstanding outcome, testament to our hardworking and diligent staff.

“Beyond customer service, council is also well regarded in the areas of consultation and advocacy. This can be attributed to the ongoing success of our digital engagement platform YourSay Glenelg and new initiatives to reach our rural communities, such as the Listening Posts events which have taken place in Nelson, Dartmoor and Merino over the past 12 months.

“A notable improvement on last year’s results was council’s performance in maintaining local roads, with one in five residents rating sealed local roads as ‘very good’ or ‘good’, with an 11 per cent decrease in poor ratings compared to 2017. This is a particularly impressive result, indicating that our team has been actively listening and delivering on important road projects for our community.

“Overall, the results have shown that council is performing at the highest level since the survey was launched more than a decade ago. This further illustrates there is no better time to live, work, study and invest in the Glenelg Shire.”

A total of 76 Victorian councils participated in the 2018 survey, with a minimum of 400 interviews undertaken within each participating municipality. Survey respondents were asked to rate council performance on a five point scale.


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