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Council customer experience

Objective 5.1: Improve the customer experience to prioritise customers' needs and outcomes throughout the entire customer journey. · 9 initiatives across 4 years

Underway this year

1

all on track at end of March 2026

Delivery record

2 of 6

past initiatives completed · 3 on track, not yet complete

2026–27not started yet
5.1.1 Community satisfactionno update reported yet
5.1.2 Customer Experience Programno update reported yet
2025–261 initiative
5.1.1 Customer Experience ProgramQ3 · On Track · The Customer Experience (CX) Draft roadmap has been completed. Procurement completed for CX Strategy and Voice of Customer (VOC) Program target completion date June 2026. Project team in conjunction with consultants are currently on track to complete the CX Strategy and VoC by June 2026.

Initiatives from previous years

These initiatives have been archived — they are no longer being updated.

2024–253 initiatives · 2 finished on time
5.1.1 Customer Experience ProgramQ4 · On Track · 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.
5.1.2 Community satisfactionQ4 · Completed
5.1.3 Council websiteQ4 · Completed
2023–243 initiatives · 0 finished on time

5.1.3 Community satisfaction · ended the year with major disruption

Delayed to 2024/25 pending resource availability. Note-relisted in the new 24/25 Operational Plan.

5.1.1 Customer Experience ProgramQ4 · On Track · Draft Customer Experience Program developed. Implementation dependant on resourcing availability. Note-relisted in the new 24/25 Operational Plan
5.1.2 Council customer serviceQ4 · On Track · Trial Customer Service desk at Cooroy Library underway - due for review in Nov 2024. Note-relisted in the new 24/25 Operational Plan.

Explore by topic

Council Customer Service 3Engaging with Council 1

Where this sits

This objective is part of Theme 5: Excellence, in the 2023-28.