Improved customer services

Better services for consents, property information and licences

Auckland City Council is revamping the way some services are provided to make it easier for people to do business with us. This review is known as the 'Regulatory Programme'.

Auckland City Council staff member helping a
member of the public.

Regulatory services include:

building and resources consents
dog registration
liquor licences
LIMs and PIMs
health inspections and more.

These services were identified for review because they are widely used and play an important role in a growing city. They account for around 360,000 transactions a year - about 1500 every working day - by far the most used of any council service.

The programme's goals are to:

ensure the quality of our natural and built environment
provide excellent customer service
provide guardianship by looking after the interests of our communities and neighbours
provide our staff with clear guidelines and better tools to do their job.

The Regulatory Programme was set up in 2006 to address poor customer feedback and improve our ability to meet timeframes by:

streamlining processes and providing better support for customers
upgrading technology and giving staff better training and tools
looking at what people want, for example fast-track consenting options
improving customer service through case and relationship management.

The revamp will also involve introducing a more sophisticated computer system, which will provide a better overview of a customer's dealings with the council. This is scheduled for mid-2008.

Benefits of the programme include:

you will have a better understanding about what's required before you deal with council for a regulatory process
there will be designated case managers for complex cases
you will receive better progress information and advice from staff about your case
faster processing times.

The first phase of the programme is due to finish in late 2008.

Published October 2007