Customer Experience Strategy 2024-2027

Our Purpose: To be of service to the community and make Inner West a great place to be

The Inner West Council Customer Experience Strategy is designed to enable us to provide great customer experience across all areas of the organisation. Our goal is to go above and beyond to help meet our community's needs and provide the best solutions available.

In 2023 we turned to our community and staff to understand what we are doing well and where we can improve.

With your valuable feedback, the Customer Experience Strategy strengthens community engagement, boosts operational efficiency, increases our transparency and accountability, and promotes a culture of service excellence. 

The Customer Experience Strategy sets out four strategic priorities:

1. Supporting our staff to excel

  • Foster a culture of service excellence
  • Delegate to our staff
  • Be accountable to our community

2. Council anywhere, anytime

  • Build 24/7 access to Council information and services
  • Seamless and personalised services

3. Embedding access and inclusion

  • Ensure communication and information is always clear and accessible
  • Deliver a quality service for everyone in our diverse community 

4. Monitor, improve, measure, repeat

  • Put community at the centre of driving quality customer experience
  • Apply a constant focus on improving our customer experience

The Strategy was adopted by Council on Tuesday 21 November 2023.

You can view the Strategy here:

Customer Experience Strategy 2024 - 2027 (PDF 29.8MB)

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Page last updated: 04 Jun 2024