4.2.3 Trusted customer experience

Action

Oversee corporate website content, including homepage curation and coordination of the editor/champion network

Develop and deliver a Digital Marketing Strategy to increase online profile and presence

Ensure site and services can be effectively utilised by customers

Embed a customer-led culture through continual feedback and planning

Ensure reliable and efficient operations by removing variation from processes, making them absolutely predictable

Provide regular and meaningful communications to both internal and external customers around customer experience improvement initiatives and customer satisfaction/success indicators

Manage and expand Voice of the Customer Program to ensure effective operation of closed-loop feedback

Deliver complaints-handling management and reporting

Continue to provide high-quality, responsive customer service delivery to the community via phone, digital and counter channels

Design customer-centred experiences, digitised services and ways of working to empower customers and employees

Embed a trusted customer experience and a collaborative approach with both internal and external stakeholders through best practice property management

Deliver business partnering excellence by building on a foundation of trust and recommending solutions that sustainably enable CN’s strategic priorities

Implement business partnering and consistent project management to facilitate delivery of CN's strategic priorities

Develop and implement information security operations to manage and audit IT governance and meet legislation and regulatory compliance requirements

Provide timely advice and representation in high-risk legal matters supporting the delivery of strategic objectives

Provide an exceptional visitor experience for all customers and stakeholders

Develop and maintain high-quality customer experiences and satisfaction

STRATEGY/ BAU SERVICE UNIT

Media, Engagement, Economy & Corporate Affairs

Media, Engagement, Economy & Corporate Affairs

Property & Performance

Learning

Priority 4.3 Collaborative and innovative approach

We build strong relationships where knowledge is exchanged. Effective collaboration between our people, community, businesses, industry and government is essential. Innovative services and ways of working empower our people and community, and continuously improve our service delivery. $20.4m

Measures

Qualitative measures based on community perceptions

Level of community satisfaction with involvement in council decision-making

Quantitative measures based

Number and value of community grants

Number of processes completed within Promapp

Number of staff trained in process mapping