Customer Experience Strategy
It’s a three-year roadmap to:
- Improve customer service across all Council touchpoints
- Make services easier to access anytime, anywhere
- Ensure communication is clear and inclusive
- Continuously improve based on community feedback
Strategic Priorities
Based on feedback from the community and staff and guided by best-practice frameworks such as the Australian Business Excellence Framework, the Customer Experience Strategy identifies four key strategic priorities:
- Foster a culture of service excellence
- Delegate to our staff
- Be accountable to our community
- Build 24/7 access to Council information and services
- Seamless and personalised services
- Ensure communication and information is always clear and accessible
- Deliver a quality service for everyone in our diverse community
- Put community at the centre of driving quality customer experience
- Apply a constant focus on improving our customer experience
How we got here
From 27 April to 1 July 2023, 1,400 residents and 1,200 Council staff were consulted on the development of the draft strategy. The feedback captured informed the draft Customer Experience Strategy.
You can read more about the development, engagement and adoption of the Customer Experience Strategy at Your Say Inner West project page.
Page last updated: 12 Mar 2026
