Tag Archives: customer service

Case Study: BIG4 Shepparton East Holiday Park

For the latest in our series of Hume region business case studies, we spoke to Kaye Bernardi - owner of the BIG4 Shepparton East Holiday Park.

Business overview

Kym & Kaye Bernardi have owned and operated the BIG4 Shepparton East Holiday Park for 14 big4-shepparton-east-logoyears. They are an independent member of BIG4 Holiday Parks franchise, which has parks all around Australia. They currently have 23 self-contained cabins, 12 ensuite  powered sites, powered caravan & tent sites and 12 mobile homes. The park predominantly caters for the family market. Both Kym & Kaye have made significant capital investment into technology and their park ensuring it has some of the best family friendly facilities like giant jumping pillow, solar heated pool, synthetic grass tennis court, pedal go-karts, recreation room and camp kitchens.

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Digital Local Government at the City of Moreland

In our latest update, we speak to Peter Fitz – project manager for Moreland City Council‘s Digital Local Government project, in Brunswick. Brunswick is home to one of the early test sites for the NBN, and the council is looking at how the network can be used most effectively.

 

Moreland Council will use the NBN to improve their customer service via a tool called Moreland Connect. This allows residents to connect to council staff via a video-calling system, using computers at home or work. This allows staff to consult with residents about council issues, such as planning or service improvements. The project pilot is currently limited to the small NBN footprint, but will treble in size in the next 12 months .

An additional benefit will be the ability to film some of those customer encounters, with appropriate permissions, to create video stories that can be watched later – particularly important for after hours communications, when council offices and staff aren’t directly accessible. Later, they will also use the service to give people access to forms and other documents, allowing them to do business with the council after hours.

The service is funded by Department of Broadband, Communications and Digital Economy, and will launch in October 2012; increasing in size over next 2.5 – 3 years. For Moreland, it marks a shift towards a more complete customer service experience.

Peter notes that YouTube is currently the second most popular social media site, attracting hundreds of millions of viewers – and it is an important area for local government to explore. However, the content that we put online will be important. “If we make things boring,” he explains, “no-one is going to use it. Part of our challenge is to increase the content, make it interesting, and use the medium.”

Earlier this week, we covered Peter’s award-winning work on “Culturally and Linguistically Diverse Communications” – using visual storyboards and animations to communicate across language barriers. If you missed it, you can read that article here.