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A new process of reporting requests to the City of Canterbury Bankstown has seen Council improve its capacity to resolve residents’ enquiries for help.
Council’s online desktop Report It function lets residents lodge customer service request forms at any time, while reducing the period of time required to action and complete a job.
Mayor Khal Asfour said Report It has given residents another lifeline to conveniently contact Council, such as during high frequency call periods or during after business hours.
"Report It lets residents avoid the call cue – for Council, that’s an average of 93 seconds. It also sends their submitted requests directly to a Council officer who then actions it to streamline the process of logging and completing jobs. This is about giving people ultimate convenience by providing them with an avenue to report a request that’s available 24/7," Mayor Asfour said.
He said Report It is really shining in the aftermath of one of the largest storms Canterbury-Bankstown experienced on record.
"To put things in perspective, our residents logged 217 Report It jobs on Monday alone. That saved our Customer Service Centres from having to take additional calls, on top of the 1262 calls we received on Monday.
"It’s so encouraging and to see this work so well on a day where we were inundated with 400 more calls than our Monday average. This is massive and speaks volumes to our overall goal to improve service delivery and how we are achieving it."
Mayor Asfour said this is indicative of how powerful Report It can be as a reporting tool, despite only having its soft launch in late December 2019.
Council is due to release the Phase Two of Report It later this year. This will make the portal more mobile-friendly and provide additional functionalities.
"While people will always have the option of calling us if they want to, the introduction of Report It is a game-changer and we’ll continue to build on the platform’s strengths."
To report requests visit
9/03/2020 11:53 AM