Customer and Strategy

The Customer Experience department manages all customer contact channels, including our physical customer service centres, call centres, phone, email, social media, and front counter enquiries. We are committed to making every interaction kind, easy, accessible, and responsive. In collaboration with other service areas, we continually enhance the customer experience across Council, ensuring that our services are simple to access and meet the needs of our community.

Our Information Technology team provide the enabling tools, supporting infrastructure, records management, and technology services that enhance the delivery of our services and our customers’ experience. Through progressively digitising our operations, we will be able to improve our decision-making, productivity and customer experience. 

Our Strategic Communications and Advocacy team raises awareness of Council services, programs and initiatives through a range of digital and print external communications activities. They manage Council’s media relations and lead its advocacy activities and also support the organisation and staff through internal communications.

Our OPS team coordinates the Council plan and service planning process. They are responsible for undertaking research and stakeholder consultation and engagement activities to identify community needs, expectations and aspirations. They undertake data analysis, evaluations and performance monitoring of the evidence base to inform the delivery of Council services and programs. They also provide research and statistical analysis for departments across Council. 

The Digital Transformation Program is driving Council’s effort to improve community outcomes and customer experiences through digital innovation by modernising technology and processes to provide more responsive, accessible, and efficient services to residents. The key objectives include replacing outdated systems, reducing cyber risks, simplifying processes, and enhancing data quality and accessibility. These efforts will create a more streamlined and effective organisation, building a sustainable foundation to meet the community’s evolving needs.