Logan City Council today gave the green light to two strategies to guide its future interactions with the community.
The Community Engagement Strategy 2020-2024 and the Customer Experience Strategy 2020-2024 were adopted by Council.
The development of Council’s Customer Experience Strategy 2020-2024 has been a significant undertaking and included extensive engagement with the community and staff.
It is the first time that Council has developed a corporate customer experience strategy and roadmap.
The new strategy will support the ongoing provision and improvement of high quality experiences for Council’s customers and the community through the services provided.
City Lifestyle Committee Chairperson Councillor Laurie Koranski said it was an exciting moment for Council.
“It allows us to progress a clear vision and roadmap about how we will continue to deliver quality service and positive outcomes to the community and customers,” Cr Koranski said.
“In an evolving world, it is crucial we adjust and respond to change to ensure we maintain a focus on the needs of our customers.”
Consultation for the Community Engagement Strategy took place between August 3 and September 6 this year through online forums, the Have Your Say online engagement page and in-person workshops.
Cr Koranski said the community had responded with three clear messages.
“They want authentic engagement with Council, they want us to clearly communicate outcomes and the next steps for all projects, and they want staff to have the expert knowledge to provide innovative and practical engagement.”
City Lifestyle Committee Deputy Chairperson Councillor Tony Hall said Council would now be taking this feedback on board.
“We will be looking to embed it into the way we continue to engage with the Logan community,” Cr Hall said.
“Thank you to all of those who took the time to contribute their suggestions and insights.
“This will give us a stronger base to operate from.”
Council will now develop a strategy implementation and action plan detailing how the strategy will be delivered over the coming years.
Customer experience was also a feature of the recent 2020 Logan Listens: Residents’ Survey, the results of which were presented to Council today.
IRIS Research, which conducts the biennial survey, identified customer experience as an area needing improvement, particularly with regards to electronic communications.