2023 National Local Government Customer Service Awards Program
Submissions closed on 30 September 2023
Winners announced at the Gala Awards Dinner on Thursday, 9 November at Rydges Port Macquarie NSW
The National Local Government Customer Service Network has now officially launched the 2023 National Local Government Customer Service Awards.
The awards to be presented in 2023 include:
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2023 Customer Service Team of the Year Award
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2023 Customer Service Innovation Award
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2023 Customer Service Individual of the Year Award
Key Dates
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Award Submission opened on Monday, 3 July 2023
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Award Submission closed Saturday, 30 September 2023
2022 Awards Program
The Gala Awards Dinner was held as the finale to to the 2022 National Local Government Customer Service Conference on Thursday, 10 November 2022.
We congratulate the winners, finalists and highly commended.
National Customer Service Team of the Year Award
Winner: Lockyer Valley Regional Council
Highly Commended: Camden Council and Goulburn Mulwaree Council
Finalists:
- Fraser Coast Regional Council
- Shoalhaven City Council
National Innovation of the Year Award
Winner: Northern Beaches Council
Highly Commended: Campbelltown City Council
Finalists:
- Camden Council
- Cessnock City Council
- Dubbo Regional Council
- Inner West Council
- Lockyer Valley Regional Council
National Customer Service Individual of the Year Award
Winner: Kate Royle, City of Burnside
Highly Commended: Brad Barker, Lake Macquarie City Council
Finalists:
- Karen Ives, Blue Mountains City Council (posthumously)
- Carol Sloane, Campbelltown City Council
- Rebecca Sippel, Lockyer Valley Regional Council
2021 National Customer Service Team of the Year
Winner: Northern Beaches Council
Highly Commended
- Campbelltown City Council
- Shoalhaven City Council
Finalists
- City of Canterbury Bankstown Council
- Lockyer Valley Regional Council
- Mid Coast Council
- Sunshine Coast Council
2021 National Customer Service Individual of the Year
Winner: Cessnock City Council- Trish McCool
Finalists
- Camden Council- Karli Fairclough
- Lockyer Valley Regional Council- Kerrilyn Hoger
2020 National Council of the Year Award
The new 2020 Council of the Year Award how Councils and their teams managed their COVID19 response together.
Winner: Dubbo Regional Council
Highly Commended: Lake Macquarie City Council
Finalists
- Bayside Council
- Camden Council
- Georges River Council
- Shoalhaven City Council
2020 National Customer Service Team of the Year Award
This award acknowledged Customer Service Teams who demonstrated excellence in coping with Team Changes, Team Wellness, Team Communication, Team Morale and Team Performance during their Councils response to the COVID19 Global Pandemic.
Winner: Camden Council
Highly Commended: Waverley Council
Finalists:
- Cessnock City Council
- Georges River Council
- Liverpool City Council
- Sunshine Coast Council
The MacGyver Award
This fun award recognised individuals who are the go-to people for fixing things.
Winner: Glenorchy City Council - Roisin Mackay, Customer Service Officer
Finalists:
- Camden Council - Renee Maher, Customer Relations Officer
- Sunshine Coast Regional Council - Jenelle Hanckel, Customer Contact Officer - Counter
The Fashionista Award
This fun award recognised individuals who have brought their own style to online meetings and in the office.
Winners:
- Camden Council - Kayla Larsen, Customer Relations Officer
- Cessnock City Council - Kelly Harrington, Customer Relations Officer
Finalists:
- Glenorchy City Council - Sandra Brockman, Customer Service Admin
- Sunshine Coast Regional Council - Rachelle Jacobsen, Customer Contact Officer - Omni
The Snack King or Snack Queen Award
This fun award recognised individuals who made sure the team always had culinary delights.
Winner: Glenorchy City Council - Gabrielle Bowring, Customer Service Coordinator
Finalist: Sunshine Coast Regional Council - Kylie Patsuris, Customer Contact Officer - Call Centre
The Bermuda Triangle Award
This fun award recognised individuals who always no where to find key office supplies.
Winner: Camden Council - Lyn Grant, Customer Relations Officer
Finalist: Sunshine Coast Regional Council - Jane Miles, Customer Contact Officer - Call Centre
The Rookie of the Year Award
This fun award recognised a new starter who exceeded all expectations in their new role.
Winner: Camden Council - Bella Penson, Trainee Customer Relations
Finalists:
- Glenorchy City Council - Zuleika Ashwood, Casual Customer Service Officer
- Sunshine Coast Regional Council - Natalie Barker, Customer Contact Officer - Call Centre
The Einstein Award
This fun award recognised an individual who identified ways to innovate and/or present solutions to improve the transition from working from home for either your team members or your customers.
Winner: Glenorchy City Council - Rebecca Webster, Customer Service Team Leader
Finalist: Sunshine Coast Regional Council - Kerry Taylor, Team Leader Support
2019 National Customer Service Excellence Award
Winner: Lake Macquarie City Council
Highly Commended: City of Tea Tree Gully Council
2019 Customer Service Team of the Year Award
Winner: Bellingen Shire Council
Highly Commended:
- Cessnock City Council
- Western Downs Regional Council
Finalists
- Bellingen Shire Council
- Cessnock City Council
- City of Burnside Council
- City of Canterbury Bankstown Council
- Glenorchy City Council
- Goulburn Mulwaree Council
- Hawkesbury City Council
- Lake Macquarie City Council
- Southern Downs Regional Council
- Western Downs Regional Council
2019 Customer Service Individual of the Year Award
Winner: Michelle Hardie, Lockyer Valley Regional Council
Highly Commended: Jasmin Schmerl, City of Burnside Council
Finalists
- Christine Lund, Customer Service Officer, Blue Mountains City Council
- Jane Ordish, Customer Service and Information Officer, Eurobodalla Shire Council
- Kirsten Semenetz, Customer Service Advisor - Development Planning, Blue Mountains City Council
- Nicole Miller, Senior Customer Service Officer, Hawkesbury City Council
2019 Customer Service Leadership Award
Winner: Keith Clarke, Southern Downs Regional Council
Highly Commended: Allister Brockley, Albury City Council
2019 Innovation in Customer Experience & Excellence in Service Delivery Award
Winner: Toowoomba Regional Council
Highly Commended:
- Lockyer Valley Regional Council
- Northern Beaches Council
2018 Customer Experience Excellence Award
Winner: City of Canada Bay
Highly commended: Camden Council
2018 Customer Service Strategy Award
Winner: City of Canada Bay
Highly commended: Tamworth Regional Council
2018 Customer Service Individual Award
Winner: Carmen Roberts – City of Gosnells WA
Highly commended: Kerry Smith – Blue Mountains Council
2018 Innovation in Service Delivery
Winner: Northern Beaches Council
Highly commended: Lockyer Valley Regional Council
2018 National Customer Service Excellence Award
Winner: Camden City Council
Highly commended: Tamworth Regional Council
2018 Customer Service Team of the Year
Winner: Blue Mountains City Council
Highly commended: Western Downs Regional Council & Lockyer Valley Council
2018 Customer Service Team Leader of the Year
Winner: Damien Robinson – Blue Mountain Council
Highly commended: Lee Wear – Camden Council & Jordie Craig – City of Gosnells
2017 National Customer Service Excellence Award
Winner: City of Canada Bay
Highly Commended: Camden Council
2017 Customer Service Team Of The Year Award
Winner: Camden Council
Highly Commended: Goulburn Mulwaree Council
2017 Customer Experience Excellence Award
Winner: City of Canada Bay Council
Highly Commended: Northern Beaches Council
2017 Innovation In Service Delivery Award
Winner: Western Downs Regional Council
Highly Commended: Lake Macquarie City Council
2017 Customer Service Strategy Award
Winner: Northern Beaches Council
Highly Commended: City of Canada Bay Council
2017 Customer Service Team Leader Of The Year Award
Winner: Donna Tucker – Byron Shire Council
Highly Commended: Daniella Cangelli – Griffith City Council
2017 Customer Service Individual Of The Year Award
Winner: Coral DeLosa – Blue Mountains City Council
Highly Commended: Hayley Chapman – Goulburn Mulwaree Council