Wollondilly Shire Council is committed to improving the experience of its customers and has now endorsed a new Customer Experience Policy for public exhibition.

The new Policy will replace the existing Customer Service Charter Policy, last adopted in April 2020, incorporating the Customer Charter Core Values and providing an updated description of Council’s service standards and commitments to its customers.

Since the adoption of the original Charter and Values documents Council has experienced significant cultural and organisational growth, with customer experience now a key strategic focus for Council and the implementation of a Customer Experience Enhancement Program (CEEP) under way.

To ensure the new Policy aligns with existing strategy commitments, Council is progressing from a list of core customer values and single statements to a more evolved model that has consistent statements regarding expectations for customer service and experience.

Mayor Matt Gould said, “Council has five key commitments when it comes to our customers – timeliness, accuracy, accessibility, responsiveness and a focus on resolution. This document describes how we will deliver those commitments to our community.”

“The updated Policy also provides a more descriptive outline of our commitment to deliver a high level of customer experience at every touch point, whilst employing an honest, respectful and fair approach when communicating with each other.”

“It includes a commitment to service level targets for key community interactions that we can hold ourselves accountable to and can measure going forward, links to behavioural standards as defined in our corporate values, and a proactive and preventative approach to managing unacceptable behaviour.”

The Policy will go on Public Exhibition later this week, and can be read on Council’s Your Say page. Any submissions received will be considered prior to final adoption.