Your household waste is now collected every fortnight if you have a FOGO bin. Find your bin day.

Coronavirus update 13 March 2020

Coronavirus (COVID-19): guidance and support.

Vision

What is the change we want to make?

The successful implementation of the future Strategy will deliver tangible benefits and outcomes in terms of enhanced customer experiences and satisfaction, as well as having benefits for Council’s own operations.

Key benefits to customers

More choice and control

Expanded and modernised service options, including self-service, online and ‘where customers are’ will provide more choice, control and convenience for our customers.

A more responsive and holistic experience

Personalised and personable service interactions with knowledgeable and friendly staff, as well as a sense of being known to Council will help customers feel valued, connected and empowered.

Simpler communications and information

High-quality, consistent, plain language communication and information products will work together with improved delivery channels and accessibility to increase customer and community understanding of Council’s role, services and processes.

Trust and reliability

High-quality, consistent, plain language communication and information products will work together with improved delivery channels and accessibility to increase customer and community understanding of Council’s role, services and processes.

Key benefits to Council

Efficiency gains and sustainability

A reduction in double-handling, rework, resource intensive interactions and simple queries will yield efficiencies, allowing Council to allocate its resources more effectively, sustainably and innovatively to delivery additional capability.

Shared information and capabilities

Systems, processes and training that allow staff to quickly and easily share information about customer interactions will reduce stress and workloads and increase staff capabilities, sense of satisfaction and competence.

Evaluation and quality assurance

A holistic and strategically-linked approach to evaluating our customer experience will position us to meet and exceed customer expectations, set benchmarks for best practice and deliver consistent, insight-driven service improvements.

Reputation and pride

The successful implementation of our new Strategy and the cultural and operational shifts it will bring will further develop Boroondara’s reputation as an outstanding local Council. As a leader in customer experience design and delivery, we can market our initiatives to help other organisations succeed.