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The Customer Experience and Business Transformation directorate leads the implementation of our business transformation by leading and embedding the Customer Experience Improvement Strategy into our organisation.

We do this through management of the day to day operations of the Chief Information and Chief Customer Offices and the Boroondara Customer First program – a suite of projects designed to transform Boroondara into an organisation that places the customer at the centre of everything we do.

The directorate includes the following departments:

Chief Customer Office

This department is responsible for working with everyone at Boroondara to ensure we provide our customers with an excellent experience every time they interact with us or one of our partners. Our objective is to help fulfil Council’s goal for an optimal customer experience and improved customer satisfaction as described in the Customer Experience Improvement Strategy and the Boroondara Community Plan. The Chief Customer office includes the Digital Strategy, Strategic Communications, Customer Support and Corporate Information teams.

Chief Information Office

This department provides a wide range of information technology services to our organisation, including information security, project management and planning, business analysis, solution design, data quality and operational support for over 50 business applications, and the hardware, networks and devices that they rely on. The Chief Information Office includes the IT Operations, IT Project Services, Transaction Services Transformation, Enterprise Data, Integration and Development and the Enterprise Architecture teams.

Legal Services

This department provides legal services to our organisation including guidance, referrals to external legal advice and training. The service covers agreements, contracts, leases and licences, how to execute legal documents, privacy and confidentiality, applying for grants and insurance queries.

Internal Audit

Internal audit services is an outsourced function of Council. The actuary is co-ordinated across Council and provides secretariat support to the Audit Committee.

Business Process Optimisation

This department ensures there is alignment between departments delivering similar processes thus providing an enhanced customer experience and reducing duplication of activities. Our objective is to analyse, optimise and automate processes that are of high importance to our customers and achieve outcomes through service design to help deliver great customer experiences. We are responsible for ensuring delivery of the business case for future investment in transformation through a range of projects and activities, including the measurement and reporting framework and the service catalogue.

Program Management Office

This department manages, monitors and reports on the end to end cycle of all projects within the scope of our Boroondara Customer First Program. Our objective is to keep an oversight of everything that’s going within the program to ensure all projects are appropriately documented, monitored, reported on and - ultimately - delivered.

Program Change Management

This department works closely with each project team to identify and support the change impact of each project and the program. Our objective is to ensure that our people are well supported with understanding the changes associated with the program, and the transition process so that the objectives of the Customer Experience Improvement Strategy are realised.

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