Despite the changes that COVID-19 has brought, we are still operating across the organisation at our usual capacity, and in many cases doing even more to respond to and serve our community.
Midway through April, we looked at some community touchpoints across the organisation and found some interesting results. When looking at the number of service requests from the PAE community, we compared January to April 2020 to same time 2019 and found that results were similar at around 25,000 incoming calls for both periods, all coming in at a usual steady rate across each week.
We have seen an increase in the number of emails received to our main contact address, recording our highest ever number of inbound emails over a four-week period from mid-March to mid-April. Social media and our website have been our main communications channels to the community
We had 1,082,702 impressions or search results during the first two weeks of April, compared to 324,505 last year and over 31,200 engagements or online conversations which is a 70% increase from this time last year. Our community has really embraced social media to communicate with us!
Our new www.cityofpae.sa.gov.au website has also proved to be a popular resource, with over 190,000 page views for March and April. It is another key way we can keep you informed about changes to service provision, and with a more prominent and improved search function, it’s now easier than ever to quickly find the information you are after.
We are constantly adapting our systems and processes to ensure that we are able to provide the high-quality level of customer service that you are used to receiving from the City of PAE.