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					   Association of Local Government Information Management




   Customer Service Awards
            2010


   “Recognising and celebrating innovative Customer Service
            within New Zealand Local Government”




              Guidelines & Information




ASSOCIATION OF LOCAL GOVERNMENT      Website:   www.algim.org.nz
INFORMATION MANAGEMENT INC           Email:     info@algim.org.nz
PO Box 849                           Phone:     06 351 6330
Palmerston North 4440                Fax:       06 351 6331
NEW ZEALAND

ALGIM Customer Service Awards 2010
Introduction
It is time to enter the inaugural ALGIM Customer Service Awards for
2010.

Your support through entry in these awards is crucial to their success, and
we have endeavoured to keep the entry process simple.

If you would like any further assistance or have any questions/suggestions
please contact Amanda Cockburn by emailing info@algim.org.nz


       Entries close on Friday the 13th of August 2010

The Awards
      Local Government Customer Service Manager of the Year
      Individual Who Personifies Excellent Customer Service
      Local Government Frontline/Customer Service Representative of the
       Year
      Local Government Customer Service Team of the Year
      The Ultimate Customer Service Experience

Objectives
The ALGIM Customer Service Awards recognise and celebrate best practice in
Customer Service amongst New Zealand local authorities. They aim to
encourage local government to be innovative and to lead in serving
communities. The awards also promote the image of local government
customer service throughout the wider community.

Who can enter?
City, district and regional councils associated or affiliated with ALGIM.

Currently, 84 of the 85 councils across New Zealand are members of ALGIM.

How do I enter and what is required?
Complete the attached entry forms and send in your entry. Further entry
forms are available online at:

http://www.algim.org.nz/site/Seminars/Seminars.aspx

Confidentiality
All entries are the property of ALGIM and cannot be used for any purpose
other than the award judging without the written consent of applicants.




ALGIM Customer Service Awards 2010
ALGIM reserves the right to publish the award winners but will always advise
them of such details prior to publication.

Closing date for entries
Entries close on Friday the 13th of August 2010 – please email completed
entries to info@algim.org.nz

Judges
The judging panel will consist of members of the ALGIM Executive and
customer service professionals.

Prizes
Prizes will be notified when sponsors and prizes have been confirmed.

Criteria
1)    Local Government Customer Service Manager of the Year
      Award 2010

      This award aims to recognise individuals who have displayed
      excellence and innovation in customer service within the local
      government customer service field.

      This may include, for example, an individual who has promoted
      awareness of customer service within their own organisation, or
      enhanced the profile of customer service in a way that has led to
      significant change. This could be an employee who has instigated a
      major initiative or project that has enhanced the profile of customer
      service within a local authority.

      The award recognises that people are an important asset in adding
      value to an organisation and to the achievement of its goals.

      ALGIM is seeking nominations for people with a strong vision who
      successfully help their organisation to achieve its goals – people who
      initiate change or motivate and assist others to succeed.

      The nominee must be currently employed by a local government
      organisation holding a current membership with ALGIM.

      The nominator needs to explain, briefly, the work for which the
      nominee is being nominated. Please also include a brief biographical
      outline of the nominee, including education, employment and other
      activities.

      The decision of the judging panel is final.



ALGIM Customer Service Awards 2010
2)   Individual Who Personifies Excellent Customer Service Award
     2010

     This award aims to recognise individuals within your organisation who
     have displayed excellent customer service in their role.

     This person may not necessarily work in the customer service centre
     but may also be involved in other parts of your council that interface
     with customers (e.g. a receptionist).

     Every organisation has a person who exemplifies excellence in all
     aspects of customer service. This is the ideal award for that person.



3)   Local Government Frontline/Customer Service Representative
     of the Year Award 2010

     This award aims to recognise individuals who are top performers in
     their front line or contact centre roles as a customer service
     representative.   The individual will provide outstanding customer
     service in their role, meet their performance targets, and be an
     exemplary team player as part of a group providing customer service.

     In all councils there are dedicated customer service staff who make a
     good impression within a few seconds of any interaction, and deserve
     to be recognised as a front door for a local authority.



4)   Local Government Customer Service Team of the Year Award
     2010

     This award recognises outstanding teams who provide high quality
     customer service through the delivery of the outcomes sought by their
     organisation.    This is a new award for 2010 and provides the
     opportunity for teams – either call centres or front of house teams – to
     enter and demonstrate the difference the team has made to the
     organisation and to customers.



5)   The Ultimate Customer Service Experience Award 2010

     This award enables a local authority to demonstrate a past experience
     that has resulted in a prestigious customer service interaction, or to
     demonstrate the way customer service is delivered in your
     organisation.

     Traditionally this has required a short video clip of no more than three
     minutes to be forwarded to ALGIM for judging.



ALGIM Customer Service Awards 2010
     The video clip can be as innovative as the local authority wishes it to
     be, or can be a series of interviews describing the ultimate customer
     service experience.

What happens next?
The entry form for each award contains further details on the entry
process and what you can expect to happen after your entry has been
submitted.




ALGIM Customer Service Awards 2010
ALGIM 2010 Customer Service Awards
The 2010 ALGIM Customer Service Awards are your opportunity to stand out
amongst your peers and be recognised for your efforts within the local government
customer service sector.

Each winner will receive a trophy to be presented at the Customer Service
Symposium dinner.

All you have to do is submit an example of excellent customer service which has
produced positive outcomes for your organisation.

The Customer Service Awards categories are as follows:

      Local Government Customer Service Manager of the Year
      Individual Who Personifies Excellent Customer Service
      Local Government Frontline/Customer Service Representative of the Year
      Local Government Customer Service Team of the Year
      The Ultimate Customer Service Experience

Your entry form must include a brief description (no more than 200 words – bullet
points will be accepted) of why the nominee has been nominated. You may wish to
provide visual material (e.g. screen shots, artwork, etc) to support your nomination.

Please send your entries to info@algim.org.nz by Friday the 13th of August 2010.
Judging will be undertaken by members of the ALGIM Executive and customer
service professionals.

For more information please call Amanda Cockburn on (06) 351 6330 or email
info@algim.org.nz




ALGIM Customer Service Awards 2010
                                  AWARDS ENTRY FORM

    CATEGORY - Local Government Customer Service Manager of the Year

                         Entries close at 5pm Friday 13 August 2010

Please complete this entry form and post it to PO Box 849, Palmerston North or email the completed
form to events@algim.org.nz


                                 Award Nominee Contact Details

Name

Position Title

Organisation



                                   Nominator’s Contact Details

Name

Position Title

Organisation

Daytime Phone

Mobile Phone

Email Address



        Please Describe in Less Than 200 Words Why You Have Nominated This Person




ALGIM Customer Service Awards 2010
                                  AWARDS ENTRY FORM

      CATEGORY - Individual Who Personifies Excellent Customer Service

                         Entries close at 5pm Friday 13 August 2010

Please complete this entry form and post it to PO Box 849, Palmerston North or email the completed
form to events@algim.org.nz


                                 Award Nominee Contact Details

Name

Position Title

Organisation



                                   Nominator’s Contact Details

Name

Position Title

Organisation

Daytime Phone

Mobile Phone

Email Address



        Please Describe in Less Than 200 Words Why You Have Nominated This Person




ALGIM Customer Service Awards 2010
                                  AWARDS ENTRY FORM

            CATEGORY - Local Government Frontline/Customer Service
                         Representative of the Year

                         Entries close at 5pm Friday 13 August 2010

Please complete this entry form and post it to PO Box 849, Palmerston North or email the completed
form to events@algim.org.nz


                                 Award Nominee Contact Details

Name

Position Title

Organisation



                                   Nominator’s Contact Details

Name

Position Title

Organisation

Daytime Phone

Mobile Phone

Email Address



        Please Describe in Less Than 200 Words Why You Have Nominated This Person




ALGIM Customer Service Awards 2010
                                  AWARDS ENTRY FORM

    CATEGORY - Local Government Customer Service Team of the Year

                         Entries close at 5pm Friday 13 August 2010

Please complete this entry form and post it to PO Box 849, Palmerston North or email the completed
form to events@algim.org.nz



                                   Nominator’s Contact Details

Name

Position Title

Organisation

Daytime Phone

Mobile Phone

Email Address



      Please Describe in Less Than 200 Words Why You Have Nominated This Experience




ALGIM Customer Service Awards 2010
                                  AWARDS ENTRY FORM

                 CATEGORY - The Ultimate Customer Service Experience

                         Entries close at 5pm Friday 13 August 2010

Please complete this entry form and post it to PO Box 849, Palmerston North or email the completed
form to events@algim.org.nz

Please send us a video clip of no more than three minutes, either depicting or describing an
outstanding customer service experience that occurred in your organisation. Please also include this
nomination form.



                                   Nominator’s Contact Details

Name

Position Title

Organisation

Daytime Phone

Mobile Phone

Email Address



      Please Describe in Less Than 200 Words Why You Have Nominated This Experience




ALGIM Customer Service Awards 2010

				
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