Acknowledgment
Clarence City Council pays respect to all First Peoples, including the Mumirimina (mu mee ree mee nah) People of the Oyster Bay Nation whose unceded lands, skies, and waterways we are privileged to conduct our business on.
We pay respect to, and value the deep knowledge of Elders past and present, and we acknowledge the survival and deep spiritual connection of the Tasmanian Aboriginal People to their Country, a connection which has endured since the beginning of time. Our work reflects our ongoing commitment to truth-telling and respectful understanding.
Message from the Mayor and CEO
We are pleased to introduce Clarence City Council’s Customer Experience Strategy, the cornerstone of our commitment to delivering exceptional service and enhancing the relationship between our community and council.
Council’s function is to provide for the health, safety, and welfare of our community, to represent and promote the interests of the community, and to provide for the peace, order and good government of the municipality. As leaders of our community, we recognise that our communities – our residents, customers, businesses, and visitors – are at the centre of everything we do.
In today’s fast-paced world, the needs and expectations of our customers are continually evolving. It is crucial that we meet our community’s reasonable expectations, anticipate, and surpass them wherever possible.
This strategy represents our commitment to understanding our community’s needs, improving our services, and fostering a culture of customer-focused excellence across our entire organisation.
Our vision is to create an environment where you feel valued and heard. We aim to be proactive in addressing your concerns, clear and transparent in our communication, and consistent in the quality of service we provide across all areas of council.
We understand a positive customer experience builds trust, strengthens relationships, and ultimately contributes to the wellbeing of our community.
We also recognise the importance of mutual respect in all interactions. Just as we are dedicated to serving our community with excellence, we ask that our staff are treated with the same level of respect and consideration.
Positive and respectful behaviour towards our staff ensures that we can work together effectively to meet the needs of everyone in our community. We look forward to working with you, our community and customer, towards achieving this strategy and creating a benchmark for excellence in customer experience.
Brendan Blomeley
Clarence City Council Mayor
Ian Nelson
Clarence City Council CEO
About this strategy
Providing an excellent customer experience underpins every service council provides to our community and requires a whole of organisation approach. This strategy guides council in its delivery of exceptional service across all community touchpoints and interactions with council. Customer experience is broader than customer service. It encompasses the customer’s perception of the whole journey from their first thought about interacting with council through to the completion of that interaction.
Customer service in government has traditionally been reactive to customers’ needs, and we know our customers do not have a choice but to use our services. Being sole service providers makes the customer experience even more critical. Every time a customer uses one of our services or interacts with our organisation, it shapes their experience with and perceptions of council.
Customers often interact with more than one person in the organisation, and across multiple ‘service channels’ such as online, phone and in-person. Regardless of a customer’s preference for interacting with us, they expect a seamless and consistent level of service. Every customer touchpoint and mode of interaction is an opportunity to reflect council’s brand to build a consistent position within our community.
Every employee is a guardian of council’s brand and has a responsibility to represent this through each connection and interaction with residents, businesses, and visitors. Regardless of a customer’s preference for interacting with us, they expect a seamless and consistent level of service. E
very customer touchpoint and mode of interaction is an opportunity to reflect council’s brand to build a consistent position within our community. Every employee is a guardian of council’s brand and has a responsibility to represent this through each connection and interaction with residents, businesses, and visitors.
What is customer experience (CX)
CX stands for customer experience. Customer experience is the sum of all interactions with council and the customer’s satisfaction, emotions, and perceptions of council over the course of those interactions.
What has informed this strategy?
We developed this strategy drawing on the following resources:
- Living in Clarence Community Survey 2023
- Clarence Business Survey 2023
- Clarence City Council Staff Customer Experience Survey 2024
- ABS 2021 Census Data.
