After a tumultuous few years for Wingecarribee Shire Council, a new commitment has been made to lift the game for the community experience when customers are engaging with Council.
Revised Customer Experience Charter and Standards protocols have been adopted, following the Council Meeting held on 21 February 2024, to foster greater accountability.
The standards and charter were shared with the community for consultation and placed on public exhibition on the 4 October 2023 with important feedback received and taken onboard.
These standards and the charter were then developed collaboratively with relevant managers and subject matter experts, to ensure they reflect Council's commitment to excellent customer service.
Time frames to respond to Service Standards have now been updated, with commitments to respond in a timely manner for Council services from residential waste collection, to fallen trees, and pothole repairs.
Wingecarribee Shire Council's Chief Information Officer, George Harb said Council's Charter has now been ramped up, to ensure all staff members meet expectations in their roles as public officials.
"I am pleased to share that Council's CRM (Customer Relationship Management) system has been configured to align with these standards," said Mr Harb.
"We highly encourage everyone to take the time to familiarise themselves with the Customer Experience Charter and Standards. You can find these on the Wingecarribee Shire Council website, for your convenience," he added.
Council's Director, Corporate Strategy and Resourcing said it's a great move for Council to regain community confidence in its ability to meet community needs in an appropriate manner.
"It's important to note that the charter and standards are owned by the entire organisation, reflecting our collective commitment to delivering exceptional service to our community," said Ms Foster.
"We are working to ensure that all staff members have access to this important information, with senior managers driving this new era of transparency, timeliness, honesty and accountability, to ensure compliance," she added.
Full details of Council's updated Customer Experience and Charter can be viewed on the Wingecarribee Shire Council website: https://www.wsc.nsw.gov.au/Council/Policies-Strategies-and-Reports/Strategies-and-Plans/Customer-Experience-Charter-and-Standards-2024
