Outcome

On 3 July 2017, Georges River Council adopted its first customer experience strategy. Since coming into effect five years ago, it has been timely to re-evaluate Council’s customer experience by developing a new strategy that ensures customers’ evolving needs are being met. Strategic objectives have been designed around the following three ‘focus areas’.

Focus Area 1: Improving processes with technology
Focus Area 2: Providing access with ease
Focus Area 3: Embedding a customer centric

The Council has adopted the Customer Experience Strategy 2022-27, which is available via the Council's Plans and Strategies page.

Background

Council is committed to investing and delivering an exceptional customer experience for all customers, as stated under Council’s Community Strategic Plan 2018-2028 (see Goal 6.3). Georges River Council’s Draft Customer Experience Strategy 2022-27 (the Draft Strategy) represents Council’s roadmap for improving customer experiences across all Council services.

The development of the Draft Strategy has been informed by feedback from customers, which was recently obtained through previous community engagement conducted between 3 December 2021 and 28 February 2022. Now that the Draft Strategy has been developed, Council resolved on 27 June 2022 to place the Draft Strategy on public exhibition for further community feedback.

The Customer Experience Strategy 2022-27

The purpose of the Draft Customer Experience Strategy 2022-27 (Draft Strategy) is to identify a framework with short, medium and long-term projects that deliver excellence in customer experience for the Georges River Council community. Three “focus areas” have been developed, which contain key projects for Council to deliver in responding to the major themes expressed by stakeholders in previous community engagement. These are:

a. Enhanced Technology;

b. Access and Ease; and

c. Customer-Centric Culture.

	Enhanced  Technology	Access and Ease	Customer-Centric Culture

To find out the projects Council is proposing to deliver under each focus area, see the Action Plan section of the Draft Strategy (at pages 19-23).

A Draft Customer Experience Charter (the Draft Charter) has also been created to outline what customers can expect from Council; and how customers can access Council information and provide feedback about Council services. The Draft Charter complements the Draft Strategy in guiding the day-to-day customer experience for both Council staff and customers.

Please note that the Draft Strategy and Draft Charter are both subject to final graphic design work which will occur following the conclusion of the Public Exhibition period.

How to be involved

Council is seeking community feedback about the Customer Experience Strategy 2022-27 (the Draft Strategy) which is on Public Exhibition from 12 July 2022 to 9 August 2022. If you wish to provide feedback on the Draft Strategy, please do so by close of business on 9 August 2022.

Community feedback is essential in helping guide us in our decision-making process. Your feedback will influence the choices we make and help to ensure we are on the right path to achieving and managing our community's overall vision. If you would like to provide feedback or comments on the charter, we encourage you to:

	Complete our online feedback form. Use the links below to submit your online feedback or return a hard copy submission.
	Returning a hard copy submission. Hard copies of the survey can be downloaded from this page and will be available at our Customer Service Centres and Libraries.

If you are returning a hard copy survey, please quote D22/121971 Submission Draft Georges River Council Customer Experience Strategy 2022-27  at the beginning of your submission and return:

In person to Georges River Council Civic Centre, MacMahon Street, Hurstville	Via email: mail@georgesriver.nsw.gov.au	Via post: PO Box 205, Hurstville BC NSW 1481

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