Update

The final report - Customer Experience Strategy, Policy and Charter went to Corporate Performance Committee on 7 February 2022 for endorsement.

For more detailed information click link below:

https://infoweb.bayside.nsw.gov.au/Open/2024/02/CP_07022024_AGN_4491_AT.PDF

Bayside Council's draft Customer Experience Strategy 2023 – 2027 sets out the strategic direction to ensure that Bayside is providing the services and standards our customers need and expect now and into the future.

The draft Strategy has been designed to help Council become a customer focused organisation. This goal has been identified as one of 10 Bold Moves in our Delivery Program 2022 - 2026 & Operational Plan 2023/24.

The Strategy is also supported by:

• Bayside Council’s Customer Service Policy which documents Council’s statement of intent and guiding principles in providing quality service.
• Bayside Council’s Customer Service Charter which is our commitment statement to customers in providing quality customer service. The document outlines what customers can expect when interacting with us and includes standards of behaviour and services. The Charter underpins the Customer Experience Strategy and Policy.

The Customer Experience Strategy’s vision, principles and key focus areas are based on what our customers have told us, community engagement, operational reviews, data analysis and industry trends.

The Strategy includes a roadmap for the delivery of contemporary customer experience at Bayside, based on four operational focus areas:

• People
• Technology
• Data Information & Processes
• Governance & Performance.

Community engagement took place during the development of the Strategy in late 2021 and again through our recent Community Satisfaction Survey.

Have your say

You are invited to review the Draft Customer Experience Strategy 2023 - 2027 and provide your feedback in any of the following ways:

Online: Complete the online submission form below.

Hard copy: Submit a hard copy submission to one of our Customer Service Centres:

Opening hours are 8.30am to 4.30pm Monday to Friday at:

Eastgardens Customer Service Centre, Ground Floor, 152 Bunnerong Road, Eastgardens NSW 2036 or
Rockdale Customer Service Centre, 444-446 Princes Highway, Rockdale NSW 2216

Email: haveyoursay@bayside.nsw.gov.au

Post: Bayside Council, PO Box 21, Rockdale NSW 2216.

The closing date for submissions is 18 January 2024.

Next steps

Your feedback will inform the final version of the Customer Experience Strategy 2023-2027 which will be presented to Council for adoption early next year.

More information

For more information, please contact Customer Experience Manager, Maria Pavlides at maria.pavlides@bayside.nsw.gov.au or call 1300 581 299.

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