We are responsible for providing more than 150 different services to people who live and work in our municipality, or visit Boroondara for a range of reasons.

Our goal is for all customers to be able to use our services, facilities and products with ease, feel well informed about what we do, and to actively participate in our community.

Customer Experience Improvement Strategy

To set out our vision, in 2014 we developed the Customer Experience Improvement Strategy.

Based on research with customers, this identified how we engage with our community over the following 5 to 10 years.

Whether you visit us in person, speak with us on the phone, write us a letter or email, or use our online channels, we want to make the experience consistently easy and consistently positive.

Read the full strategy or see some highlights below:

Our Customer Experience Improvement Strategy commits us to “transforming the Boroondara customer experience into one that places the customer at the centre and delivers a more seamless, convenient and empowering experience for all customers.”

6 objectives

We need to ensure that the changes we implement work together to improve the experience for our customers.

Our 6 strategic objectives are to:

  1. improve our online information and services
  2. align and improve our customer channels
  3. improve our customer interaction
  4. streamline our customer touchpoints
  5. develop a culture of evaluation
  6. simplify and clarify our customer processes.

6 principles

The principles that support our vision and describe the customer experience we want to deliver are:

  1. knowledgeable
  2. personable
  3. accessible
  4. responsive
  5. seamless
  6. efficient.

Boroondara Customer First program and projects

The Boroondara Customer First program was set up to deliver a suite of projects to realise our vision, from a new website in mid-2017 to cultural change activities for our employees.

These projects created a strong foundation for further work throughout 2018 and beyond. We will provide our customers with updates on our progress via this website and the Boroondara Bulletin.

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