We will empower our customers by improving the quality, accessibility and usability of our online information and services, adopting a user-centred approach to redesigning them, and expanding self-service options we offer to better empower our customers.
Strategic initiative 1.1: A redesign of our website
What is it?
A redesign of Council’s existing website(s) to produce a better user experience of seeking information and interacting online with Council.
How will we do it?
- Conducting a user experience assessment of our current websites to discover the pain points, value and preferences of our customers.
- Redesigning our website based on these user insights, including a more user-friendly design and shallower menus and navigation.
- Usability testing our information architecture and design decisions with customers.
- Reviewing and developing content that is clear, appropriate, consistent and accurate.
Success
Success is increased web information and service use, increased usability, increased customer satisfaction, reliability and availability.
Strategic initiative 1.2: Expanding online services
What is it?
Expanding the type of transactions and other things customers can achieve online with us through our online services.
How will we do it?
- Reviewing the services we offer online through user testing to find out what customers like and don’t like, now and over time as we improve.
- Expanding the services that we offer online.
- Informing customers of our online service offerings, including guidance to get started.
- Making our online services as easy as possible to use to increase take-up, self-service, choice, convenience, availability and reliability.
Success
Success is increased service options, increased online interaction and transactions, increased usability, increased customer satisfaction, reliability and availability of services.
Strategic initiative 1.3: Online accounts and personalisation
What is it?
Developing a more personalised, account-based experience for online customers that retains their history and preferences.
How will we do it?
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Developing account-based online services that allow customers to log in, store their details and interaction history, and communicate or transact with Council without repetition.
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Linking these accounts with Council’s customer relationship management system to automate information transfer, and leverage customer histories.
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Allow customers to tailor their online interfaces to suit their preferences and support self-help.
Success
Success is take-up of online accounts, demand for and use of personalisation options, good usability, increased customer satisfaction, reliability and availability of services.