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Customer Experience Program

Implement a Customer Experience Program to create better experiences for our customers across the organisation.

Quarterly updates

Q4 · On Track · April to June 2025 · latest

CX Steering Committee meets regularly; Systems & Processes, Customer Service Charter, Community Satisfaction Survey Working Groups formed; Councillors, Executive and Leadership Group briefed. Engaged a consultant to assist with the development of a CX roadmap involving stakeholder workshops. Implementation of actions constrained by available resourcing.

Q3 · On Track · January to March 2025

CX Steering Committee meeting regularly; Systems & Processes, Customer Service Charter, Community Satisfaction Survey Working Groups formed; Councillor, Executive and Leadership Group briefed. Implementation of actions constrained by available resourcing.

Q2 · Minor Disruption · October to December 2024

CX Steering Committee meeting regularly; Systems & Processes working group being formed; Leadership Group briefed. Implementation of actions constrained by available resourcing.

Q1 · Minor Disruption · July to September 2024

Audit of current processes and data underway. Intitial findings presented to Executive Team. Customer Experience Steering Committee formed and had initial meeting. Implementation of action plan will be dependent on sufficient resources available.

Where this sits

Initiative 5.1.1 is from the 2024–25 operational plan and works towards Excellence Objective 5.1: Council customer experience.

This initiative is from a past year and is no longer being updated.

TopicsCouncil Customer Service