Nelson has a population of around 46,000 people, making it New Zealand’s 12th most populous city. The City is well known for its thriving local arts scene, and is host to many events that are popular with locals and tourists alike.

The Challenge

The complexity of Council’s existing service requests system was impeding staff take-up and impacting the overall quality of the business information Council requires to accurately track its performance against the set KPI’s.

The Solution

Nelson City chose to implement MAGIQ Service Requests, a comprehensive customer service system designed specifically for local government. The intuitive, easy-to-use interface is designed to be used across all areas of Council, allowing staff to easily process and complete assigned customer service requests.

The Benefit

System take-up and staff productivity has improved across the organisation, significantly improving the quality and visibility of the data the customer service team relies on to measure and report on service resolution times. This means that Council can much more accurately evaluate service performance and take any necessary actions.

Jane McLeod Manager Customer Service & IT:

MAGIQ is providing us with access to thorough and reliable data, which allows us to much more accurately evaluate our performance and take any necessary actions.

Download the Case Study here.