Print full document Table of contents Content How do we better manage customer expectations about what we do (and don’t do) and why? How do we ensure information is accessible, accurate, and consistent for our customers? How do we improve processes so that they are easy to navigate and better empower our customers? Role of Council How can we ensure customers are better informed about Council’s role, remit, structure and operation? Sustainability and support How can we strengthen the visibility and alignment of Council’s sustainability and preservation activities with the community? Unequal knowledge How do we ensure our customers feel better informed and confident to interact with Council? Inconsistent service experience How do we ensure we are delivering consistent, accurate and up-to-date information and service experiences to our customers? Representation How do we improve the sense of democratic participation and representation the community have in relation to Council? Convenience and reliability How can we increase the convenience and reliability of Council’s channels to increase people’s trust and awareness of them? Navigating bureaucracy What action can we take to mitigate the perception and experience that Council is intentionally or unnecessarily bureaucratic? Pagination links Improvement drivers Strategic context Customer goals
