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Customer Experience Strategy

Our vision is to make life easier for our customers.

National Relay Service for the hearing impaired Language translation services

Customer Experience Strategy

We provide over 780 different services to our residents, businesses and visitors. The Customer Experience Strategy is about ensuring our customers have the best possible experience when using or looking for information about our services and dealing with us. Our vision is to make life easier for our customers.

Our customers have told us they want us to focus on:

  • removing complexity
  • offering more self service options
  • being available to help
  • keeping them informed
  • proactively communicating with them
  • asking them for feedback.

The strategy will ensure we continue to keep pace with evolving technology, services and customer expectations.

The expected outcomes over the coming years include implementing:

  • improved website design and functionality
  • webchat
  • SMS, social media and messenger app notification systems to alert customers of service outages or other time sensitive information
  • an online bookings system to allow customers to determine availability and book services such as parks, community centres, sporting facilities
  • up to date data security measures to protect customers’ personal data from cyber security threats
  • regular customer feedback opportunities to ensure our services are designed around customer needs.

The Customer Experience Strategy was adopted by Council on 11 October 2019. A detailed implementation plan is currently being drafted.

Download the Customer Experience Strategy below for more information.

Customer Experience Strategy (PDF 2.32 mb)

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