OUR APPROACH TO SERVICE DELIVERY

We have always strived to provide quality and inclusive services to our community. Built on our culture of continuous improvement, our framework will see our commitment to delivering our services better and support our focus on our Customer Driven Transformation Program to deliver services in an un-council like way.

Inclusion

We have a key role in ensuring that our community has fair and equitable access to facilities and services and the opportunity to participate in engagement, activities, programs and events. We have focused on accessibility and inclusivity for all community members through this Delivery Program and the Operational Plan.

Service Reviews

We’re building upon our culture of continuous improvement to deliver services to our community in a better way.

We deliver diverse services to the community through our assets, programs and events. To provide a better approach to delivering our services, this Delivery Program will see the implementation of our Service Review Framework.

This framework is a vital process to ensure our services are:

• Effective - improves resource use and redirects savings to finance new or improved services

• Efficient - deliver targeted, better quality services in new ways

• Appropriate - services meet the current and future community needs and wants

• Quality - provides services and assets to a standard guided by our community.

It outlines how we engage with the community and other stakeholders to define service level expectations and identify appropriate indicators to measure the achievement of objectives identified in the service review.

Supported by our Communication and Engagement Strategy we will ensure that we check in with the community on the levels of service expected from the different areas of Council.

As we move through this process, we will inform the community about the impacts of changes to the service levels and impacts to other services, the cost of changes and how these would be funded.

Our focus in this Delivery Program will continue to be on reviewing customer experience related to using digital technologies and responses to customer service requests within defined service level agreements.

Customer Driven Transformation

Our Customer Driven Transformation Program commenced in 2021 with a vision to deliver consistently great service regardless of how customers choose to interact with us. The program draws together two pivotal plans, our Customer Experience Plan and Digital Transformation Strategy and Roadmap, to deliver a shared vision: delivering un-council like service.

• We put our customers first in designing and delivering of our services and experiences, using digital technologies and offline opportunities to make their engagement with us easy.

• We empower our staff to deliver services in an ‘uncouncil’ like way by providing them with data and digital technologies to get things done.

• We use data and smart solutions to manage land, our built and natural environment and plan for a sustainable future for our city.

• We achieve all this using cost effective, ‘ever-green’ digital platforms that flex to meet Council and community needs.

The program has completed a range of significant milestones with the review of services with high customer impact, including bins, facility bookings, rates, roads, footpaths and driveways. Taking a human centered design approach to these reviews, we have directly involved customers in designing how they prefer to interact with our services.

Business Continuity

Just as we plan to support our community in times of incidents and emergency events, we also plan to manage our business operations so that we can provide vital services such as waste management and road management.

Council adopted our Business Continuity Plan in December 2020 to provide a framework for organisational resilience in identifying and managing potential operational threats and their impacts.