Our strategic direction

Video URL
Thu 13 September 2018

Video on our strategic direction

Audio description

The future of Boroondara is bright. It’s the start of a new chapter that we’ve been busy preparing for in consultation with our community and staff.

We all have a role to play in creating our community’s future. So it’s important to understand the many interrelated programs, initiatives and activities that will support our community vision.

We want to ensure that Boroondara is a vibrant and inclusive city meeting the needs and aspirations of its community.

We’re all part of the team that will work together to deliver community priorities and place our customers at the centre of everything we do. This is why we work here.

Our future direction is driven by the Boroondara Community Plan. The Boroondara Community Plan will guide our strategies and services over the next 10 years.

It sets out our strategic focus areas for the future based on the values aspirations and priorities the Boroondara community told us were important to them.

Between November 2016 and April 2017 we undertook the largest program of community consultation we've ever done with eleven thousand eight hundred and forty five responses contributing to the conversation.

Our community told us we should focus on seven strategic themes. Each theme is supported by strategic objectives and underpinned by related strategies and actions. Community services and facilities that are high quality inclusive and meet a variety of needs now and into the future.

Inviting and well utilised community parks and green spaces.

Protect the heritage and respect the character of the city to maintain amenity and liveability whilst recognising the need for appropriate well-designed development for future generations

Travel options that are connected, safe, accessible, environmentally sustainable and well designed. 

Our natural environment is healthy and sustainable for future generations.

A vibrant local economy and shops that are accessible attractive and a centre of community life.

Ensure that ethical financial and socially responsible decision-making reflects community needs and is based on principles of accountability, transparency, responsiveness and consultation.

The Boroondara community plan will guide our priority actions over the next 10 years.

It is what we will do to bring the community's vision for their future to life. Our customer experience improvement strategy guides us in how we will continually improve our customers experience, co-designed by customers and our staff.

We want to ensure Boroondara customers are at the centre of all that we do and that we provide an experience that is knowledgeable, accessible,seamless, personable, efficient and responsive. To achieve this we need to focus on six key objectives.

We will improve our online information and services.

We will align and improve our customer channels.

We will improve our customer interactions.

We will streamline our customer touch points.

We will develop a culture of evaluation.

We will simplify and clarify our customer processes.

The customer experience improvement strategy is not just about a series of projects, it's about how we all go about our work on a daily basis reflected through our values and

behaviours. Our values and behaviours have been driven by what our staff said will help us deliver our community plan and be a more customer-centric organisation.

Demonstrating these values and behaviours every day will mean Boroondara is a great place for us all to work as we strive to make a positive difference for

our community. It is how we will go about our work and how we will lead.

Think customer experience. We always work with our customers experience in mind and take pride in supporting our community.

Act with integrity - we do the right thing, speak up when it's important and strive to live our values every day. 

Treat people with respect - We value each person for who they are by listening, understanding and showing that we care.

Work together as one - we work together constructively to break down silos, putting our shared needs first and to move forward in a unified way.

Own it follow through - we take responsibility for what is ours and follow through to ensure great results.

Explore better ways -  we challenge the status quo to improve things through curiosity, courage and learning.

Our leadership framework supports our values and outlines the behaviours expected of our leaders. We want to deliver on our community vision and put our customers at the centre but it's more than that. We all want to work at a place where everyone can be at their best and enjoy their work. Whether we work in local laws, a corporate

department, are a nurse, or collect waste,  if we can all understand the why, the what, and the how we will achieve our vision together