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Coronavirus (COVID-19): guidance and support.

Overview of initiatives

Understanding what we need to do

Meeting our strategic objectives for an improved future customer experience in Boroondara will rely on a staged but sustained implementation of our proposed strategic initiatives:

Improving our online information and services

  • 1.1 A redesign of our website(s)
  • 1.2 Expanding online services
  • 1.3 Online accounts and personalisation

Aligning and improving our customer channels

  • 2.1 Review of current channels
  • 2.2 A Council channel strategy
  • 2.3 Aligning channel practices

Improving customer communications

  • 3.1 A customer engagement review
  • 3.2 Holistic approach to engagement
  • 3.3. Improved products, content and practice

Streamlining our customer interactions and touchpoints

  • 4.1 Improved customer touchpoints
  • 4.2 Services where customers are
  • 4.3 A whole-of-customer view

Developing a culture of evaluation and improvement

  • 5.1 Review of current reporting
  • 5.2 A holistic evaluation framework
  • 5.3 Harnessing customer feedback

Simplifying our customer processes

  • 6.1 Making processes easier
  • 6.2 Expanding payment options
  • 6.3 Building strategic partnerships