Customer Experience Plan
Council has adopted a 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 placed on public exhibition. Two submissions were received from the community during the exhibition period and considered as part of the finalisation of the plan.
The 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, flexible customer service, a welcome desk, longer customer service centre hours and digital bookings.
In parallel with the Customer Service Review, Council adopted new Guiding Principles for the organisation on 8 October 2019.