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NPDC heroes - Contact Centre staff here to take your calls and emails

Local News Our Work People
PUBLISHED: 8 APR 2020

We may be in lockdown but NPDC’s Contact Centre staff are still just a phone call or email away to help answer your questions about our core services.

The team, which is now spread between the Civic Centre and their own homes, continues to answer thousands of calls and emails from residents each week and to give out information on what NPDC is doing during the state of national emergency.

While the majority of the more than 1,750 calls the team received in the first week were about the kerbside waste collection, finance, parks and our water network, staff also answered questions from more than 130 residents about the lockdown. The team is answering about 100 emails a day as well with the waste collection the top topic, closely followed by Covid-19.

Coordinator Joy Gyde praised the dedication of her team for keeping the public informed and reassured that our essential services, such as water, roads and waste, are continuing amid unusual and unprecedented times.

“Everybody is so supportive and they’re motivating each other. It’s a really good atmosphere,” she says. “I’m really proud of how everyone has just pulled up their sleeves and got on with remaining as the contact point when people want to know about NPDC and the services we’re continuing to provide.”

Keeping the Contact Centre staff safe is a priority, which is why some team members are handling phone calls and emails from home while others are working out of the NPDC building. But even there, some team members have been moved to other office spaces to make sure everyone’s keeping their distance from each other.

“Staff here are doing a great job of social distancing. We’ve got a one-in-one-out rule for common spaces, such as the kitchen and toilets.”

And if any of the office-based staff want to work from home instead, they’re welcome to.

There are 11 people in the Contact Centre staff, and after-hours and weekend calls are contracted out to another call centre so that residents still get 24/7 service.

If you've got an enquiry, call 06-759 6060 or email enquiries@npdc.govt.nz.