Consultation has concluded

Maribyrnong City Council is committed to achieving customer service excellence and has developed a draft Strategy Putting Customers First, which is out for community feedback from Monday 12 July to Friday 6 August 2021.

The draft strategy outlines five key areas of focus to transform and enhance customer experience, which include:

  1. Listening to our Customers;
  2. People, Process and Services Working Together;
  3. Celebrating Diversity;
  4. Digitally Enabled; and
  5. Continuous Improvement Culture.

Celebrating the cultural diversity of Council’s customers is a key component along with ensuring accessibility and understanding and meeting individual customer needs. Another is being digitally enabled and connected so that customers can transact seamlessly and conveniently through latest technologies.

Our customers include people who live, work, play, visit or do business in our City. We’re working together to put customers first to ensure the customer experience is the very best it can be both externally and internally.

We are keen to hear community feedback on the draft document. This includes how we might improve our customer service through interactions at our Town Hall, our community centres and libraries, recreational facilities, through our offices and digitally through our website, apps and social media or via written correspondence. Your feedback is important to us.

Putting Customers First links to the Council Plan 2021-2025 strategic objectives, and organisational values, and it contains guiding principles as well as an action plan to enhance the delivery of customer service across the whole of the organisation.

The final strategy will be underpinned by customer engagement and feedback to ensure Council is listening and responding to the needs of customers regularly, gaining valuable insight and data and ensuring continuous improvement.

The action plan will be updated annually and reported in the Annual Report and the strategy will be reviewed every three years.

Once adopted, Putting Customers First will be rolled out across the entire organisation and delivered across a three year period. The first year will focus on implementing the process and strategies for future success.

Council is looking to closely engage with residents and local businesses on the Draft Putting Customers First Strategy.

How to have your say

Review the Draft Putting Customers First Strategy and: