Overview of initiatives

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