Contact Centre
The Palmerston North City Council operates a 24 hour, 7 day a week, 365 days, multi award winning internationally recognised Contact Centre which acts as a gateway and hub for the Council.
The Contact Centre staff are always there to talk to you about any issues you may be having within the city.
For all enquiries, service requests or to contact anyone who works for the Palmerston North City Council, please use the following contact information.
Telephone:
+64 (06) 356 8199
Fax:
+64 (06) 351 4517 - Contact Centre
E-mail:
info@pncc.govt.nz
Live Web Text Chat:
Live Chat with Council
Mail:
Private Bag 11034
Manawatu Mail Centre
Palmerston North 4442
In Person:
Customer Services Centre
32 The Square
Palmerston North 4410
Hours:
8:00AM to 5:00PM Monday, Tuesday, Thursday and Friday
9:00AM to 5:00PM Wednesday
Location:
Get Directions
View Larger Map
40°21'25.34"S, 175°36'37.25"E Download Google Earth
The Contact Centre takes calls from both internal customers (staff from in the council) and external customers (members of the public) providing a wide range of services to make your contact with the council an efficient and pleasurable experience. The Contact Centre is based at the council and staffed by locals so they know the city and the people.
The Contact Centre takes an average of 1200 calls a day.
Our area contributes to the success of the organization by its function to be the front door of the Council and to be able to resolve the calls that come through our service. This then enables the rest of the Council to continue with the technical work it provides the residents of Palmerston North, and ensures that the customers get the information they require in a timely fashion and at first point of contact. We log and track issues for the residents with our innovative helpdesk type system Kbase. The Council has won award for its innovative use of this programme.
We are also a ‘signalling centre’ as many issues come through our service and we can then alert the relevant area of Council.
This in turn can speed the improvement and fixing of that issue for the residents. Some examples include:
- Animal Control issues
- Booking of building and plumbing inspections
- Enquiries and issues about building work within the city
- Booking of parks and reserves for things like weddings in the Rose Garden at the Esplanade
- Enquiries about Palmerston North City Council rates
- Renew Library books
- Property maintenance issues for people that live in Palmerston North City Council accommodation
- Horizons Regional Council rates enquiries
- Requests for viewing and printing of property information
- Any other enquiries for information about the Council and the city
Our after hours function of servicing another seventeen Councils around New Zealand contributes financially to the Council, while helping other Councils in our shared services approach. This is a local initiative that has national significance, as it is a cost saving exercise that Councils throughout New Zealand are being asked to look at.
Our 24 hour service ensures that public can feel confident in contacting anytime and having their issues and enquiries dealt with.
We take these other client’s calls for a different range of times but mainly from 5pm to 8am Monday to Friday and all weekend as well as all public holidays.
We take great pride in our service to these other Councils and Business’s as we are not only representing them but we are representing the Palmerston North City Council and the City of Palmerston North itself as well.
Award Winning Contact Centre
• Innovation of the Year Award - ALGIM (Association of Local Government Information Management)
• Technology and Innovation Award - SOLGM (Society of Local Government Managers)
• Supreme Award - SOLGM (Society of Local Government Managers)
The awards highlighted the innovative use of New Zealand Supplied Technology applications showing New Zealanders can make a difference.
The Palmerston North City Council After Hours Contact Centre has been showcased in Melbourne, Edinburgh, London, Washington DC, Charleston and South Carolina.
Companies such as Zeacom NZ Ltd and Hindin Communications have assisted the Council achieve these awards along with the excellent skill of the Council’s Contact Centre.