Customer First Strategy adopted

17 October 2018 - Media release

Campaspe Shire Council last night adopted a four-year Customer First Strategy with a clear vision of providing a customer service experience that is effortless, accurate and friendly.

Mayor, Cr Adrian Weston said the aim of the strategy is to put the customer at the centre of what we do and capture our commitment to using their feedback as a stimulus for ongoing service improvement.

“We recognise that customers, whether external or internal customers, have very different needs and expectations,” Cr Weston said.

“Our ways of working and communicating are changing and the way people seek information demands a faster, flexible, personalised customer focus.”

“Additionally when people move to our shire they often have an expectation they can access services at a similar standard to what they have experienced in metro or other regional centres.”

The vision of the strategy links through to three strategic objectives of:

effortless accurate friendly

with outcomes from actions to be linked back to what is expected from the customer’s perspective as well as the organisation’s perspective.

“An action plan will now be developed to achieve the three objectives for the organisation to focus on,” the Mayor added.

“These actions will be developed over coming months, keeping in mind the objectives required.”

The strategy highlights seven key focus areas to provide an improved customer focused culture, including:

Delivering quality and relevant services; Encouraging and developing a positive “can do” attitude at all levels; Achieving better corporate working and service coordination; Improving operational efficiency and reducing duplication; Exploiting the capabilities of our corporate systems; Providing structured opportunities for contribution and innovation; and Valuing the knowledge and skills of council staff.

“By way of achieving the three objectives of this strategy, we will not only meet customer expectations, but will exceed them through providing relevant services in a convenient, accessible, friendly and knowledgeable way.

The Customer First Strategy is available on council’s website. Click here