CUSTOMERCENTRICITy

We revisit the Customer at Centre Program to find out why it won Bass Coast Shire Council the Customer Impact Award.

The 2023 Customer Impact Award was proudly sponsored by CSBA

Bass Coast Shire Council transformed a culture of passivity and avoidance into one of proactive service delivery by providing every one of their employees with the systems, skills, and support to make customers their priority. Through this overhaul – spearheaded by a transformation team of two – overdue customer request numbers reduced by 98 per cent and overall processing times dropped by more than 70 per cent.

To effect genuine, significant, and long-lasting cultural change, a multifaceted approach was required. The Customer at Centre Program was an education and process improvement initiative that saw every employee being trained in customer service excellence, participating in team workshops to develop customer improvement actions, supported with monthly toolbox meetings to embed learnings in their service environment, and further supported through achievement tracking.

Effectiveness is measured and monitored through a CX dashboard that integrates a variety of metrics, ‘Employee Pulse’ surveys, action trackers, and open communication lines. The dashboard’s data is an enabler of good decision-making around team resourcing and prioritisation while serving as an early indicator of issues.

Like any cultural change, time is required to fully realise the benefits. The program regularly serves reminders to ensure it stays front of mind through its ongoing, sustainable activities and a regular revisiting of the program’s various components.