New strategy aims to enhance customer experience with TRC
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A new strategy aimed at making it easier for customers to do business with Toowoomba Regional Council (TRC) was adopted at this week’s Ordinary Meeting.
The Customer Experience – A Three-Year Strategy aims to provide TRC with an improved framework to enhance trust and connection between Council and the community, recognising the need to shift from a ‘business driven, inside out’ to ‘customer driven, outside in’ focus.
TRC Customer, Communication and Engagement portfolio spokesperson Councillor James O’Shea said one of TRC’s highest priorities would continue to be providing exceptional services to the community and that this strategy was aimed at enhancing the experience for residents, ratepayers and visitors to the Region.
“This is the most important strategy Council will unveil this term. Everything we do will be influenced upon the principles outlined in this document.
“From improving internal efficiencies, preparing for population growth, reducing costs in service delivery, the benefits of getting our customer experience right is essential in continuing the trust in Council to get the job done.
“The strategy will ultimately give our staff the assistance and tools they need to work together to deliver exceptional outcomes for our community.
“We owe it to our customers to lead from the front and deliver best-practice services of which we can all be proud.
“This strategy will shape us and our organisation for years to come,” Cr O’Shea said.
The Customer Experience – A Three-Year Strategy delivers upon all elements of the four pillars within TRC’s new Corporate Plan being People, Place, Prosperity and Performance by creating a community positively engaged with Council and delivering sustainable, quality services where people feel valued and empowered.
There are five principles within the strategy which will give Council teams a way to priorities customers by:
Focusing on a customer centric culture, Recognising that great Employee Experience equals great Customer Experience, Working to understand our customers, Making it easier to do business with us; and Communicating consistent information.“The strategy features 54 key initiatives and strategic priorities aimed at improving the experience for customers now and into the future,” Cr O’Shea said.