What you will notice

  • You won’t need to repeat your story when your request moves between teams.
  • You will know what to expect after lodging a request.
  • You will receive clearer updates on progress.
  • Online services will be easier to use for common tasks.
  • Different contact channels will feel more connected and consistent.

What we are doing

  • Improve online request tracking so you can view progress and updates.
  • Provide clear confirmation messages outlining next steps and expected timeframes.
  • Improve coordination between Customer Service and service teams.
  • Connect systems across phone, online and in-person channels to reduce duplication.
  • Expand digital self-service options for common requests.
  • Introduce SMS or email updates for key service requests.

How we will measure it

  • First Point Resolution rate – proportion of questions and requests resolved at first contact.
  • Digital self-service usage – proportion of requests submitted online or through digital channels.
  • Average response time to customer questions and requests – across phone, online and service requests.

What we'll do (by year)

  • Year 1 – Strengthen core service access

    • Guide customers to provide the right details upfront when submitting a request.
    • Handle customer requests the same way, regardless of how they are received (phone, email, online, in person).
    • Provide clear confirmation and updates so customers know what is happening with their request.

  • Year 2 – Integrate systems and simplify journeys

    • Expand digital self-service for common, high-volume requests.
    • Reduce the need for customers to repeat information as requests move between teams.
    • Improve tracking of requests from first contact through to completion.

  • Year 3 – Enable proactive and smarter services

    • Provide proactive updates and notifications where possible.
    • Make it quicker and easier for customers to report issues accurately.
    • Continue simplifying customer journeys across all channels.