Print full document Table of contents Content Council already has several strategic improvement priorities it wants to address through this and other projects. Key priorities for customer experience improvement are: From current challenge to future state Fragmented pathways Customers currently have an experience of Council as opaque, being passed around, repeating themselves and being unsure about contact points. A seamless, single view of customer Streamlined, low friction pathways to services Consolidated contact and touch points Inconsistent channels Council’s channels lack strong strategic alignment and are over-promoted without insight-driven, targeted use and resource allocation. Channels that are consistent and convenient Efficiency balanced with a good experience Efficiency through ability to target channel use Responsiveness While service delivery is generally good, there is a need to improve follow-up, reactivity, and a sense of representation and transparency for customers. Insight-driven, proactive and responsive Agile in adapting service delivery to ensure it echoes the needs of the community High-cost, intensive interactions Council does not currently take full advantage of modern service delivery models and channels, resulting in inefficient, one-size-fits-all experiences. Intuitive self-service pathways to services Choice and convenience empowers customers Resources able to be optimally deployed Organisational/Operational culture Council staff are constrained by internal silos of knowledge, service delivery and communication which prevent full customer experience potential. A culture of natural innovation and collaboration Internal operations and workflows that support our customer experience improvement delivery Pagination links Current performance Strategic context Focusing questions
