Auckland Council’s Customer Centric Transformation (CCT) programme has received favourable endorsement in a review by the Office of the Auditor General (OAG). In its report the OAG notes that CCT is helping to improve the way we interact with the city’s residents and ratepayers.
Under the Local Government (Auckland Council) Act 2009, the OAG is required to review the service performance of the council and its Council-controlled Organisations from time to time.
This latest review, which was tabled in Parliament on November 30, is the fourth review completed by the OAG so far. The report is available on the OAG website.
It looked at the CCT programme and how effectively and efficiently the council managed its online services programme.
The OAG said that the two projects it reviewed within the CCT programme were delivered largely on time and on budget.
The council was also helping to improve customer interactions, the report noted. For example, Aucklanders can use a single login to access all of the council’s online services and the process for services has been simplified – making registering a dog or applying for a licence to run a business quicker and easier.
The council currently has 34 per cent of its most common transactions available online, and has a target of 70 percent of the most common transactions being online by 2019.
The OAG made three recommendations in their report it highlighted as risks, which the council is now working to address.
“We believe this is a very positive outcome for Auckland Council,” says Patricia Reade, Auckland Council’s Director of People and Performance.
“OAG has endorsed a significant and complex part of our organisational strategy with a heavy reliance on technology.
“The areas noted for improvement are enhancements as opposed to radical changes. We have acknowledged the areas for improvement that the OAG has identified and we are making changes in response.
“Once we have addressed these matters, the council will be in an even stronger position to achieve the objectives of our organisational strategy, including making our services more customer-friendly,” she says.
