Progress against 2007/08 commitments.

Further enhance and develop the Quality Assurance program for sales teams which provides for strict adherence to all mandatory regulatory and compliance factors

Introduced the Quality Assurance Program that now operates across the majority of the Customer Operational areas. Employees are monitored on mandatory and non-mandatory requirements that have a material impact on the Customer Experience

Achieved

Identify improved measurement tools for customer issues and implement recommended solutions

Implemented a complaint handling tool in November 2008 for the monitoring of escalated customer complaints, including Ombudsman complaints. The implementation was successful, with accurate data being captured on the volume of complaints received.  Additional work on this tool will be completed to enhance root cause analysis capability

Improved training to increase usage of the complaint functionality in SAP. As a result, reporting of complaints is more accurate. AGL plans to further improve this functionality during 2009/10 by increased monitoring of complaint resolution

Achieved

Increase the scope of review of the contact centre benchmarking program to further enhance the service to customers

Implemented Quality Assurance processes that include the monitoring of customer engagement and the identification of issues for resolution to improve customers’ experience

Achieved

Minimise any negative customer impacts resulting from the continued implementation of the Phoenix Change Program

Implemented a program of completing ‘Todays work today’ in January 2009, whereby resources are focused on ensuring that customer issues are acted upon as they are raised. In addition, focus was placed on the resolution of the number of unbilled customers. 

Not Achieved

Proactively implement new service offerings including operational changes to meet the needs of the diverse segments that AGL services.  This program is the next phase of Project Phoenix and will commence in 2008/09

With the high focus on issue resolution throughout the year we were not able to effectively reach this goal. This is now a goal for 2009/10.

In Progress