Melville wins Australian Service Excellence Government award

The City of Melville has been announced as winner of the Australian Service Excellence Government award at Australia’s prestigious awards - the 15th Annual Australian Service Excellence Awards.

Run by the Customer Service Institute of Australia, the Australian Service Excellence Awards were first held in 2001 and have grown to become the nations’ premier customer service awards event, with more than 650 attendees coming together each year to recognise best practice and innovation in customer service, and the important role customer service plays in today’s business climate.

This recognition and rigorous award process is “endorsed by the Prime Minister of Australia and the International Council of Customer Service Organisations, therefore receiving recognition is a tremendous achievement” the Chief Executive Officer (CEO) of the Customer Service Institute Australia Ms Anouche Newman has highlighted.

City of Melville Mayor Russell Aubrey said that with a judging criteria based on international customer service standards, the win and recognition was confirmation to the CEO Dr Shayne Silcox, City management and every single individual staff member that the City was leading the way in providing service excellence to the community.

“With the judging based on 27 different parameters that consider the organisation from a service perspective, an operational perspective, a learning and growth perspective as well as a financial and governance perspective I am very proud of this outstanding achievement,” said Mayor Aubrey.

“This recognition means that in all of the areas that were scrutinised we have been compared and measured against the rest of the sector across the country, and are now recognised for providing our community with service excellence wherever possible - and that will always be our priority. 

“This award caps off a very successful year for the City of Melville which has also been recognised by the State Government as top in Financial Health (99%), top for planning performance by the Property Council of Australia (94% - 21.7 out of 23), ‘Gold’ in Business Excellence’ from the Australian Organisational Excellence Foundation, CEO Dr Shayne Silcox recognised as WA CEO Leader/Manager of the year by the Australian Institute of Management (AIM), and more importantly Community Wellbeing at 94% and Customer Satisfaction at 87% as assessed by the community themselves.”

Chief Executive Officer Dr Shayne Silcox reaffirmed that the recognition pointed to the hard work and dedication of staff.

“While we have done well and are proud of these achievements, we have much more to do in continuing to raise the bar in support of our community, their wellbeing and meeting their aspirations which they identified in the 2016-2020 Strategic Community Plan,” Dr Silcox said.                   

For more information about the Customer Service Institute of Australia please visit or call 1300 912 700.

For more information about recent City of Melville awards visit or contact the Customer Service Team on 1300 635 845 | 9364 0666.