We prioritised the implementation of strategic initiatives based on their relative level of investment and positive impact for customers.
The prioritisation matrix is a tool for determining where change efforts should be allocated and in what order. However, it’s important to remember that all the initiatives presented here are worthy of being carried forward and important for Council to succeed in its Strategy.
Initiatives that are high impact and low investment should be pursued and completed within the first 1-2 horizons.
Initiatives that are high impact but also higher investment generally require more planning but should also be prioritised to commence within the first 1-2 horizons.
Initiatives that are low investment but also low impact should be pursued if there is room between the quick wins and big wins.
Finally, initiatives that are low impact and high investment should occur after the other initiatives are successfully underway.
Impact on customer experience versus relative level of investment prioritisation matrix
|High customer impact||Medium customer impact||Low customer impact|
|Low level of investment||6.1 Making processes easier||3.2 Holistic approach to engagement||2.2 A Council channel strategy|
|Low level of investment||3.3 Improved products, content and practice||2.3 Aligning channel practices||3.1 A customer engagement review|
|Medium level of investment||6.2 Expanding payment options||5.3 Harnessing customer feedback||2.1 Review of current channels|
|Medium level of investment||1.1 A redesign of our website(s)||4.1 Improved customer touchpoints||5.2 A holistic evaluation framework|
|High level of investment||1.2 Expanding online services||4.2 Services where customers are||5.1 Review of current reporting|
|High level of investment||4.3 A whole-of-customer view||1.3 Online accounts and personalisation||6.3 Building strategic partnerships|