Wollondilly Shire Council has adopted an…

Wollondilly Shire Council has adopted an updated Customer Experience Policy following a period of public exhibition, and continues with its whole-of-Council push to embed a high-quality customer experience in every aspect of Council’s service delivery.

The Policy outlines Council’s commitment to deliver a professional, engaging and consistent service that meets customer expectations and aligns with Council’s values and goals.

Mayor Matt Gould said, “Council is committed to delivering our programs and services with a solid focus on exceptional customer service. We want to enable a positive customer experience through every delivery channel or touchpoint.”

“Listening to the views of our community members is an essential part of this Policy, and we are committed to delivering a positive change in our customers’ overall experience and satisfaction with Council. We want to ensure our community receives clear, consistent and useful information whenever they engage with our services.”

“Council has five key commitments when it comes to our customers – timeliness, accuracy, accessibility, responsiveness and a focus on resolution. This document describes how we will deliver those commitments to our community.”

“I’d like to acknowledge the work of staff in developing the Policy and enhancing customer service standards at our Council.”

The Customer Experience Policy is a critical element of Council’s Customer Experience Enhancement Program (CEEP), which Council will continue to implement as a priority program.

Since the adoption of the original Charter and Values documents Council has experienced significant cultural and organisational growth, with customer experience now a key strategic focus for Council.

To ensure the new Policy aligns with existing strategy commitments, Council is progressing from a list of core customer values and single statements to a more evolved model that has consistent statements regarding expectations for customer service and experience.

The new Policy will replace the existing Customer Service Charter Policy, last adopted in April 2020, incorporating the Customer Charter Core Values and providing an updated description of Council’s service standards and commitments to its customers.