We developed a high-level timeline for action based on our prioritisation of initiatives and four horizons for change that will see Council through from the immediate future to 5+ years from now.
Horizon 0: Strategy adoption through first 6 months
Upon adoption:
- 2.1 Review of channels (continues through all remaining horizons)
- 3.1 Customer interaction review (continues through all remaining horizons)
- 5.1 Plan for cultural change (continues through all remaining horizons)
- 5.3 Harnessing feedback (continues through all remaining horizons)
- 6.1 Making processes easier (continues through all remaining horizons)
3 months in:
- 6.3. Building strategic partnerships (continues through all remaining horizons)
5 months in:
- 5.2 Evaluation framework (continues through all remaining horizons)
- 6.2 Expanding payment options (continues through all remaining horizons)
Horizon 1: 6-12 months post-adoption
6 months in:
-
1.1 Website redesign (continues through all remaining horizons)
- 1.2 Expanding online services (continues through all remaining horizons)
- 2.2. Channel strategy (continues through all remaining horizons)
- 3.2 Holistic framework (continues through all remaining horizons)
- 4.1 Improved touchpoints (continues through all remaining horizons)
9 months in:
- 2.3 Aligning channel practice (continues through all remaining horizons)
- 3.3. Improvements (continues through all remaining horizons)
- 4.2 Service where customers are (continues through all remaining horizons)
- 4.3 Whole-of-customer view (continues through all remaining horizons)
Horizon 3: 12 months to 2 years post-adoption
12 months in:
- 1.3 Online accounts and personalisation (continues through all remaining horizons)
- At this point, all initiatives have begun and are progressing through rounds of continuous improvement
Horizon 4: 2 to 5 years post-adoption
2 years in:
- At this point, all initiatives are progressing through rounds of continuous improvement.