Customer Service Strategy
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Contents Introduction 2 About Surf Coast Shire 3 Our services 4 Our promise 6 How we are performing 7 Future trends 10 Our strategic directions and actions 13 How this strategy links to our Council Plan 15 How we developed this strategy 16 References Council Plan 2013-2017 (Surf Coast Shire) Local Government Community Satisfaction Survey 2014 (DTPLI) Health and Wellbeing Plan 2013-2017 (Surf Coast Shire) Customer Service Charter 2013 (Surf Coast Shire) Information Services Strategy 2013 – 2016 (Surf Coast Shire) Planning and Development Customer Focus Review 2014-15 Review of other materials Navigate The Future of Customer Service, Forrester, 2012 Investigating (sic) commitment and performance at the business unit level, Winkler, Konig and Kleinmann, 2012 Trends in employee engagement, AON Hewitt, 2013 The Future of Customer Service: From Personal, to Self, to Crowd Service, Van Belleghem, 2013 Australia’s Fifth Quadrant Customer Experience, Strategy and Research Organisation, 2013 Linking People Measures to Strategy, Gates, 2003 Getting engaged, Gates, 2004 Customer Service Charter, City of Yarra, 2008 Customer Service Guarantee, City Monash, 2013 Customer Focus Strategy, Bayside City Council, 2013-2017 1 Surf Coast Shire Council Introduction About this strategy Surf Coast Shire Council is committed to providing customers with excellent and consistent customer service.. Surf Coast Shire has a larger than Victorian average population of the following age groups: • Primary schoolers • Parents and homebuilders (aged 35 to 49) • Older workers and pre-retirees • Empty nesters and retirees • People born in Australia and speak English as a first language There is a smaller proportion than the Victorian average of: • Tertiary independent • Young workforce (18-34) • Indigenous - slightly lower than the Victorian average and less than half of the regional Victoria average Surf Coast Shire residents frequently report better levels of health than their Victorian and rural Vi
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