Draft Customer Experience Plan
Council has prepared a draft Customer Experience Plan to meet the growing needs of the community and present opportunities for productivity improvements and efficiency gains.
In November 2018, Council commenced a review of its Customer Service function, commencing with a series of internal workshops. Over the subsequent months Council appointed a consultant, Think Startup, who has worked closely with the organisation and the community to complete the review. This included surveys of businesses and user groups of Council facilities as well as a series of focus groups with community members.
After considerable review of all the feedback received, the draft Customer Experience Plan was prepared and was placed on public exhibition.
The draft Customer Experience Plan outlines 11 service model concepts such as enhancing Council's website, the right tools for staff, more responsive social media, improved reporting to Councillors, faster email response times, extended specialist hours and appointments, flexibly customer service, a welcome desk, longer customer service centre hours and digital bookings.
In parallel with the Customer Service Review, new Guiding Principles for the organisation were developed and these were adopted by Council on Tuesday 8 October 2019.
Have your say
Feedback on the draft Customer Experience Plan has now closed. Thank you to everyone who made a submission.
All submissions will be considered by Council as part of the finalisation of the draft document.
It's anticipated it will be reported back to Council before the end of the year. You can stay up to date on the progress of this project by joining the Your Say mailing list.