Have your say about new customer strategy

MOORABOOL Shire Council staff are creating a new customer experience strategy and are seeking the public’s feedback.

The strategy aims to guide the organisation in providing a great customer experience. The first iteration of the strategy was introduced in 2020.

“Feedback from our first strategy, and reinforced in our initial community engagement, shows that customers are interested in more customer service options, particularly online options,” mayor Cr Paul Tatchell said.

“We will continue to deliver via our usual channels such as phone and in person, however we will continue to expand our digital options such as more online forms, improving our web content and recently releasing our Antenno app.”

The draft strategy was created from a review of the previous strategy, 302 surveys completed by customers, 135 surveys completed on the Have Your Say portal, information from telephone surveys, workshops held with staff, and demographic analysis.

Customers have contacted the Shire more than 245,000 times over the past three years.

The key focus areas for 2025 to 2027 include listening through research and community consultation, providing a consistent experience across all channels, measuring and communicating performance levels, and building a customer-centric culture.

“The community has already informed this strategy earlier this year via a robust community engagement process,” Cr Tatchell said.

“The document they are looking at is their feedback and their document.

“This next engagement round is to let them see what they came up with and to provide any final thoughts.”

The draft strategy is open for feedback until Sunday 4 May on the Have Your Say portal.