24
25
NEW MARKETS, NEW CUSTOMERS
City Care has entered two new
significant geographical markets this
year the Bay of Plenty and Taranaki.
By the end of the year we had 50
staff in these locations.
New customers include Tauranga,
Rotorua, New Plymouth, Franklin and
Waitakere councils, and Manukau
Water. Through our success at
securing a number of long-term
maintenance contracts, Tauranga
City has become City Care's second
largest customer.
The only significant new operational
markets City Care has entered are
directional drilling in Auckland, and
electrical and electronic services in
the Bay of Plenty.
Revenue from customers other than
Christchurch City Council increased
this year to $23.1 million from $11.7
million in the prior year. Non-CCC
customers now make 37% of City
Care's business (FIG.05. below).
QUALITY SERVICES
City Care delivers quality services via
three mechanisms.
Firstly, our management systems
are accredited as conforming to ISO
9001 quality management standards.
This assures our customers that we
have appropriate formal procedures
in place to consistently deliver results,
and to actively address issues as
they arise. This is consistent with
industry standards (see table A right).
Secondly, through a range of
communication channels and
devices, City Care can closely align
and update our service delivery to
the needs of our customers. These
means range from the thorough
interpretation of tender documents,
to the careful assessment of
customer satisfaction surveys, to
formal partnering relationships. Also,
from our pursuit of best practice, we
can often advise clients of service
models that offer advantages not
previously considered.
FIG.05. ANNUAL REVENUE
FIG.06. CUSTOMER SATISFACTION
Jun 04
Jul 03
Jun 02
Jan 02
Jun 01
0
1
2
3
4
5
6
7
8
9
10
70
60
50
40
30
20
10
0
CCC
Non CCC
2000
2001
2002
2003
2004
Year Ending
$ Millions
