We seek customer and other feedback, and act on it. We will collect and analyse feedback to understand how well we are meeting our customer experience objectives, develop meaningful customer experience KPIs and translate them into tangible customer experience improvements.
Strategic initiative 5.1: A plan for cultural change
What is it?
A comprehensive plan for cultural change across Council, including recruitment, staff qualities and competencies, leadership and knowledge sharing.
How will we do it?
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Conducting a workforce analysis to understand how Council’s current capabilities and roles align with, and can support the future Strategy.
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Develop a detailed Plan for Cultural Change, including roles, service descriptions and how to address capability gaps, linked to 5.2.
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Developing and implementing a whole-of-organisation Knowledge Management Strategy to support sharing, redundancy and growth.
Success
Success is a clear plan for cultural change to Council’s customer-centric operation, including how knowledge will be shared, how capabilities will be developed and retained and the qualities and attitudes embodied by Council staff.
Strategic initiative 5.2: A holistic evaluation framework
What is it?
A clear, simple, whole-of-organisation, strategically-linked framework for customer experience performance evaluation to report and improve on Council’s performance.
How will we do it?
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Designing a top-down holistic framework that is directly linked to strategic objectives and contributes to continuous improvement.
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Reducing and simplifying the metrics that are gathered and reported on.
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Defining clear courses of action for different measured outcomes (i.e. how will Council respond to various metric outcomes?)
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Building desired qualities and accountability into staff roles and service descriptions.
Success
Success is a clear, strategically-linked, whole-of-organisation evaluation framework understood and agreed upon by Council staff.
Strategic initiative 5.3: Harnessing customer feedback
What is it?
Gathering and using customer feedback in a systematic and real-time way to directly support ongoing customer experience improvements, and keep up with evolving customer expectations.
How will we do it?
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Determining, in alignment with the evaluation framework, what customer feedback we want, what is valuable and how we will gather it.
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Assessing our existing customer feedback mechanisms to find out what we already gather and what we do with it and how, as well as where the gaps are.
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Developing ways to tightly bind customer feedback into our evaluation and improvement practice so that it is integral to our operation.
Success
Success is improved customer feedback, increased staff satisfaction, accurate and useful data collection, insight-driven improvements.