Supporting your team to achieve great results
Hauraki District Council Corporate Services Manager Rex Leonhart says Projex Unlimited principal Suzie Patrick has played a vital role in the council's customer services project. From June 2002 onwards the council has engaged Projex to facilitate the council's customer services project team and oversee all aspects of the development of a customer service strategy, customer charter, customer service standards and complaints proecedures, documenting frequently asked questions, advising on information systems like the service request system and conducting customer research.
With staff appointment
and training still in progress, the benefits to the general public of
Suzie's work have not yet become fully apparent. These benefits are expected
to be noticed during the first quarter of 2004. "But speaking selfishly,
she's been of great value to me," said Rex. "She's taken over
roles that have freed up more of my time, she has skills I haven't got,
and she gets things done without casualties."
"She's very good at project management with a structured approach
to things and a clear vision of what has to be done. The words that spring
to mind are patient and persistent. She understands the psychology of
motivation and will sit down with staff, listening and explaining. She's
passionate about involving them."
"She's incredibly well-organised. You know things are going to get
done and that's good for my confidence."
With the customer
service project now in its later stages Suzie has been helping with a
survey of the council's information systems and information management.
"I'd like to use more of her time. There are a number of other projects
I'd like to involve her in," Rex said.