In 2018/19, we undertook an extensive review of our Customer Service function and believed we needed to make some changes. This resulted in the adoption of a Customer Experience Plan and Digital Transformation Strategy and Roadmap which are strategies aimed at helping to meet the growing needs of the community and their overall access to our services These two plans have combined and we now embark on what we’re calling, our Customer Driven Transformation program.
By undertaking this program, we will change the way we work, the way we deliver services and information and the way we operate to deliver our customers and community 'un-council like' experiences.
At the core of this transformation is a focus on customer experience and we have adopted five new Guiding Principles to further enforce that. These Guiding Principles now underpin everything we do and put the customer at the heart of decisions and service improvements so that we can help our customers and our people to thrive.
Make things easy - Do the hard work to make things intuitive for our customers.
Be welcoming - Care for our customers as a person, not a task or a number.
Keep our promises - Follow through on our commitments.
Look out for you - Thoughtfully anticipate what will make our customers’ day go smoother.
Be open minded - Listen to our community and work with them to find solutions.