Yuseong-gu Council visit to the UTS Centre for Local Government (CLG)
On 30 October 2024, the Centre for Local Government (CLG) hosted a delegation from the Yuseong-gu Council in South Korea. The delegation, welcomed by CLG Director, Professor Carol Mills and Senior Manager, Tish Creenaune, included eight councillors and public officers. The Yuseong-gu Council delegates were particularly interested in strategies to address customer abuse, a common challenge for local governments worldwide.
CLG presenters provided practical insights and strategies to help create a safer and more supportive environment for public officers.
This delegation highlights CLG’s commitment to fostering international collaboration and improving local governance practices.
CLG and Australian local government practices
The visit began with an introduction to CLG and its host, the Institute for Public Policy and Governance. The CLG team presented the range of services available to government, the not-for-profit sector and industry, including strategic planning, organisational and service design, program evaluations, community engagement, councillor training, leadership development and technical training.
The discussion then shifted to Australian local government practices, focusing on how councils navigate complex issues such as resource allocation, community engagement, and public service delivery. This comparative analysis provided valuable insights for the Yuseong-gu Council, highlighting differences and similarities in governance approaches.
Addressing Customer Abuse: A Global Challenge
A significant portion of the visit was dedicated to addressing the issue of customer abuse directed at council staff. Recognising this as a global challenge, the CLG team shared good practices from Australian councils. These included conflict resolution training, mental health support programs (e.g. Employee Assistance Programs), policies prioritising staff psycho-social safety and public awareness campaigns to encourage respectful interactions with council staff.
Examples from across Australia, such as Melbourne City Council’s training programs and Brisbane City Council’s support services, illustrated proactive approaches to managing aggressive customer encounters. These examples provided the Yuseong-gu Council with practical tools and strategies to enhance their own practices.
Through this session, CLG equipped the delegates from Yuseong-gu Council with practical insights and strategies to address customer abuse, supporting their efforts to create a safer, more supportive environment for public officers.
By leveraging rigorous research and fostering collaboration, CLG equips local government leaders with practical solutions and innovative strategies to meet contemporary challenges.
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