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Update March 2023.
Over the last 4 months, Council has undertaking interviews with various community members, staff and contractors to begin creating a baseline and forward plan for the development of our Customer Experience Strategy.
We have undertaken several internal workshops where we have reviewed the data presented in our baseline study and we have begun looking at the services we provide. Council not only provides services for Murray River Council business but also for Service NSW, Services Australia, WAW and Bendigo banking options, a Vline booking service as well as a local library service.
In the coming months we will continue to work towards developing Service Levels for all the various services we provide, ensuring those services are fit for purpose, economically, socially and environmentally sustainable and align with the future needs of both Council and the Community.
Alongside the development of the Service Levels, we will be creating a Customer Charter and the Customer Experience Strategy, ensuring strategic direction algins with the on-ground customer journey.
Murray River Council is creating a Customer Experience Strategy that sets our organisation on a path towards achieving excellence in customer experience.
To develop the strategy, Council will review their current customer experience and develop a clear road map that will help us deliver an improved customer experience across all areas of the business and meet the community's needs now and into the future.
The Customer Experience Strategy will ensure we have a good understanding of what is of most value to Murray River Council customers, and improve customer experience, agent experience, efficiencies and performance outcomes.
Update March 2023.
Over the last 4 months, Council has undertaking interviews with various community members, staff and contractors to begin creating a baseline and forward plan for the development of our Customer Experience Strategy.
We have undertaken several internal workshops where we have reviewed the data presented in our baseline study and we have begun looking at the services we provide. Council not only provides services for Murray River Council business but also for Service NSW, Services Australia, WAW and Bendigo banking options, a Vline booking service as well as a local library service.
In the coming months we will continue to work towards developing Service Levels for all the various services we provide, ensuring those services are fit for purpose, economically, socially and environmentally sustainable and align with the future needs of both Council and the Community.
Alongside the development of the Service Levels, we will be creating a Customer Charter and the Customer Experience Strategy, ensuring strategic direction algins with the on-ground customer journey.
Murray River Council is creating a Customer Experience Strategy that sets our organisation on a path towards achieving excellence in customer experience.
To develop the strategy, Council will review their current customer experience and develop a clear road map that will help us deliver an improved customer experience across all areas of the business and meet the community's needs now and into the future.
The Customer Experience Strategy will ensure we have a good understanding of what is of most value to Murray River Council customers, and improve customer experience, agent experience, efficiencies and performance outcomes.
Page last updated: 25 Mar 2024, 01:30 PM
Lifecycle
Stakeholder Engagement
MRC Customer Experience Strategy is currently at this stage
Council will be contacting stakeholders including community members to provide their feedback on recent interactions with council for insights on our current service delivery.
Development of the Customer Experience Strategy
this is an upcoming stage for MRC Customer Experience Strategy
Using the feedback received from interviews with stakeholders, Council will develop the Customer Experience Strategy providing a roadmap to improve and enhance service delivery.
Draft Strategy
this is an upcoming stage for MRC Customer Experience Strategy
Our draft strategy will be presented to Council for adoption and be placed on display for 28 days.
Final adoption of Customer Experience Strategy
this is an upcoming stage for MRC Customer Experience Strategy
Following the public display period, and taking account of any changes, the final Strategy will be presented to Council for formal adoption.