Print full document Table of contents Content From a customer service model to a customer-centric model. The customer's experience will be: Knowledgeable We are competent and confident in assisting and educating our customers. Responsive We are timely, proactive and empathetic. Personable We are approachable, friendly and open. Seamless We provide a holistic, one-stop-shop experience. Accessible We provide choice and convenience. Efficient We deliver cost-effective, efficient and valuable services. We will pursue these strategic objectives: Improve our online information Align and improve our customer channels Improve our customer interactions Streamline our customer touchpoints Develop a culture of evaluation Simplify and clarify our customer processes By pursuing our strategic objectives, our customers will: have a consistent, positive experience with us understand what Council can and can’t do are informed, educated and understand us, our role, our services and our processes have increased choice and convenience in interacting with Council and its services can rely on Council, our information and advice are supported to achieve their goals feel known to us as a whole and real person feel empowered to interact on equal terms are informed of the outcomes of their queries, concerns and activities with us see the changes their feedback produces and feel empowered to influence our improvement value Council and the community it supports trust Council and rate us highly. Pagination links Strategic objectives Strategic objectives Vision
