Council already has several strategic improvement priorities it wants to address through this and other projects.
Key priorities for customer experience improvement are:
From current challenge to future state
Customers currently have an experience of Council as opaque, being passed around, repeating themselves and being unsure about contact points.
- A seamless, single view of customer
- Streamlined, low friction pathways to services
- Consolidated contact and touch points
Council’s channels lack strong strategic alignment and are over-promoted without insight-driven, targeted use and resource allocation.
- Channels that are consistent and convenient
- Efficiency balanced with a good experience
- Efficiency through ability to target channel use
While service delivery is generally good, there is a need to improve follow-up, reactivity, and a sense of representation and transparency for customers.
- Insight-driven, proactive and responsive
- Agile in adapting service delivery to ensure it echoes the needs of the community
High-cost, intensive interactions
Council does not currently take full advantage of modern service delivery models and channels, resulting in inefficient, one-size-fits-all experiences.
- Intuitive self-service pathways to services
- Choice and convenience empowers customers
- Resources able to be optimally deployed
Council staff are constrained by internal silos of knowledge, service delivery and communication which prevent full customer experience potential.
- A culture of natural innovation and collaboration
- Internal operations and workflows that support our customer experience improvement delivery