Meeting our strategic objectives for an improved future customer experience in Boroondara will rely on a staged but sustained implementation of our proposed strategic initiatives:
Improving our online information and services
- 1.1 A redesign of our website(s)
- 1.2 Expanding online services
- 1.3 Online accounts and personalisation
Aligning and improving our customer channels
- 2.1 Review of current channels
- 2.2 A Council channel strategy
- 2.3 Aligning channel practices
Improving customer communications
- 3.1 A customer engagement review
- 3.2 Holistic approach to engagement
- 3.3. Improved products, content and practice
Streamlining our customer interactions and touchpoints
- 4.1 Improved customer touchpoints
- 4.2 Services where customers are
- 4.3 A whole-of-customer view
Developing a culture of evaluation and improvement
- 5.1 Review of current reporting
- 5.2 A holistic evaluation framework
- 5.3 Harnessing customer feedback
Simplifying our customer processes
- 6.1 Making processes easier
- 6.2 Expanding payment options
- 6.3 Building strategic partnerships