What you will notice

  • You will receive realistic timeframes when you lodge a request.
  • You will be informed if something changes or is delayed.
  • Outcomes will be clearly explained so you understand what has been done.
  • Service quality will feel consistent, regardless of department or location.

What we are doing

  • Publish clear service standards outlining response and delivery timeframes.
  • Provide guidance on how and when requests are resolved.
  • Introduce proactive updates when timelines change.
  • Strengthen first-contact resolution for common questions.
  • Improve monitoring of service performance and backlogs.

How we will measure it

  • Service request completion time compared with service standards.
  • Number of overdue service requests.
  • Customer satisfaction with service outcomes.

What we'll do (by year)

  • Year 1 – Establish clear service standards

    • Define clear service standards and expected delivery timeframes.
    • Improve monitoring of service request backlogs and completion times.
    • Introduce consistent reporting on key service performance measures.

  • Year 2 – Embed continuous improvement

    • Regularly review service performance to identify improvement opportunities.
    • Address common causes of repeat requests and service delays.
    • Share examples of service improvements and good customer service.

  • Year 3 – Build a stronger performance culture

    • Use service data to improve services before issues escalate.
    • Review service standards to ensure they reflect demand and expectations.
    • Strengthen how the organisation learns from service performance data.