Moira Shire Seeks Community Input on Customer Experience Strategy

Published on 17 December 2024

Moira Shire Council has released a draft Customer Experience Strategy and wants to hear from the community.

The Strategy aims to implement changes that will significantly improve the experience of residents, businesses, and visitors when interacting with Council, ensuring clear and friendly communication while making it easier to access the help and information they need.

“Council has a very large number of direct interactions with our community, and we want to ensure we can enhance the experience of our residents during their exchanges with Council,” Moira Shire Council Chief Executive Office Matthew Morgan said.

"This year, Council's Customer Experience team has handled more than 34,000 calls. During the previous financial year, they answered more than 38,000 calls and recorded 9704 face-to-face visits, as well as sending 26,110 email responses, and 10,163 other documented interactions. This does not include other interactions across the organisation such as planning, building or regulatory services.

“We are committed to putting our community first by improving the experience for everyone who contacts Council. Our goal is to deliver services that are approachable, responsive, and efficient, while strengthening our connection with the community.”

The community will have the chance to participate in the consultation process until Sunday 12 January.

By sharing your feedback, you’ll help ensure Council’s customer experience efforts meet the community’s expectations and deliver even better outcomes.

“This project is not only about improving Council’s processes but also about creating a better experience for our residents and customers,” Mr Morgan said.

Residents can stay up to date with the consultation by following Council’s Facebook page, subscribing to the Community eNewsletter, or visiting our online engagement platform, Moira Matters. https://www.moiramatters.com.au/customer-experience-strategy