TOPIC
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Customer Experience Program
FY 2022–23
Q1
Q2
Q3
Q4
5.1.1 Develop and commence implementation of a Customer Experience Program.
Q1
Q2
Collation of baseline customer satisfaction data across Council underway.
Q3
Q4
Draft Customer Experience Program developed. Implementation dependant on resourcing availability. Note-relisted in the new 24/25 Operational Plan
FY 2023–24
Q1
Q2
Q3
Q4
5.1.1 Implement a Customer Experience Program to create better experiences for our customers across the organisation.
Q1
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.
Q2
CX Steering Committee meeting regularly; Systems & Processes working group being formed; Leadership Group briefed. Implementation of actions constrained by available resourcing.
Q3
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.
Q4
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.