Devonport City Council boosts service delivery with Dubber Moments: Complaints

“We were enthusiastic about collaborating closely with Dubber on their Dubber Moments initiative to leverage additional artificial intelligence capabilities within the solution. Each of our voice calls captures a wealth of valuable content, and utilising Al to pinpoint moments of complaint within these calls, where service issues within the community may be identified, holds significant value.”

Devonport City Council (DCC) is a local government body situated in the Northwestern region of Tasmania, serving a population exceeding 26,000 residents. DCC operates a call centre dedicated to facilitating support services offered by the council to its community. The council, characterized by its modern and forward-thinking approach, has effectively harnessed the advantages of digital transformation throughout all its operational facets, including the call centre. This strategic initiative has yielded enhanced operational efficiency for council staff and an improved level of service delivery to the community.

In 2021, Devonport recognised the importance of gauging customer sentiment concerning their service delivery. Acknowledging the axiom that one cannot effectively manage and enhance what is not quantified, they proactively engaged their telecommunications partner, Telstra, in pursuit of viable solutions. The outcome of this collaborative effort was the adoption of Dubber.

As a Telstra TIPT (Telstra Internet Protocol Telephony) customer who had already migrated their telephony services to the cloud, integrating Dubber into their operations was a seamless process, requiring only a day for activation. Consequently, calls were promptly recorded, and customer sentiment was systematically captured. Following a successful three-month trial period, Devonport swiftly grasped the inherent value of Dubber’s capabilities.

Fast forward two years, and Devonport had reached a point where they were poised to progress to the next phase: harnessing the power of artificial intelligence (AI) to further enhance their customer service initiatives. 

Learn more about how Devonport and Dubber used AI-powered Moments to change the way their call centre interacted with residents– and provided valuable insights for the Council to make data-based decisions.