17 July: Following the recent adoption of a new Customer Charter, Scenic Rim Regional Council has published an update sharing research outcomes, which is propelling change throughout the organisation.
Following the recent adoption of a new Customer Charter, Scenic Rim Regional Council has published an update sharing research outcomes, which is propelling change throughout the organisation.
'Sharing the research outcomes and progress towards a customer-centric organisation,' is a project update that shows insights from internal and external customer focus group sessions, as well as an online Customer Advocacy Survey, which measures customer sentiment.
Scenic Rim Regional Council is one of the first local governments in Australia to use this globally recognised methodology - Net Promotor Score - which has provided Council with a clear and robust benchmark for measurement.
CEO Jon Gibbons said he was grateful for the high-level of engagement and open and honest feedback received from across Council's various customers, including community members and employees.
"We consider our customers to be anyone who we provide our service to, or have dealings with," Mr Gibbons said.
"The findings from both the focus groups and survey are quite sobering, however absolutely support the need for change.
"Our many customers - our residents, our community and business groups, our local businesses, our developers, our Councillors, our employees and of course other government stakeholders across all levels - have likened us to a medieval castle with limited entry points.
"Our customers indicated there's little two-way engagement and communication, and felt they were kept outside the 'castle walls' with limited entry points.
"While there was also some positive feedback, understanding these perceptions allows us the opportunity to break down the castle walls and focus on improving our culture, our processes and our technological solutions."
Mayor Greg Christensen said that he and Councillors were very supportive of the direction the leadership team were taking the organisation.
"For us as elected members, this project is very dear to our hearts. It's important to all of us that doing business with Council is made easy for the benefit of the whole region.
"We are already seeing changes, and I know the team is working really hard to give better focus to our customers, and we've seen a lot of evidence of that during the bushfires and COVID-19 pandemic," Cr Christensen said.
With the project now moving from insight into action, Mr Gibbons said a Customer Strategy and Customer Improvements Plan are currently being finalised.
"These supporting documents for our Customer Charter will guide our operational improvements and the changes necessary to improve our customers' experiences.
"I want to thank those again who participated in the focus groups and survey - please be assured, we have heard you and we are making changes," Mr Gibbons said.
"Change takes time, and we appreciate your patience as we transform our services so that you have a seamless and consistent experience when you deal with us regardless of the service we are providing."
'Sharing the research outcomes and progress towards a customer-centric organisation,' update is available on Council's website.