Project updates

Project details

Project stages

  • Timeline item 1 - complete

    Community engagement

    We sought your feedback to help us create the strategy

  • Timeline item 2 - complete

    Review feedback

    We reviewed all feedback provided and consolidated it into an Engagement Outcomes Report.

  • Timeline item 3 - complete

    Creating the Customer Experience Strategy

    We drafted the Customer Experience Strategy

  • Timeline item 4 - complete

    Public Exhibition

    The draft strategy is on public exhibition and we invite the community to provide feedback on the document.

  • Timeline item 5 - complete

    Finalisation of Strategy

    The Customer Experience Strategy will be finalised incorporating feedback from the public exhibiton

  • Timeline item 6 - complete

    Decision by elected Council

    The final Customer Experience Strategy will go to Council for adoption.

At its meeting on Tuesday 12 September 2023 Council endorsed the Inner West Council draft Customer Experience Strategy for public exhibition.

How did we get 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.

Read about the previous engagement here.

What is the Customer Experience Strategy?

The Customer Experience Strategy is a key organisational strategy encompassing all objectives and initiatives Council will make to ensure it delivers a positive, high-quality experience in line with community needs and expectations.

Have your say

You are invited to provide your comments on the draft strategy using the following channels:

  • Online using the form below
  • Call us on 02 9392 5346
  • Email nathaniel.ford@innerwest.nsw.gov.au
  • Mail us at Inner West Council, PO BOX 14, Petersham, NSW, 2049 (Att: Nathaniel Ford)
  • Contact the National Relay Service, Monday to Friday between 9am-4pm and provide our phone number 02 9392 5346 for:
    • Voice relay call 1300 555 727
    • TTY (speak and read) call 133 677
    • SMS relay call 0423 677 767

Feedback closes on Wednesday 18 October.

What happens next?

The result of the public exhibition will be considered in Council's decision to adopt the strategy in November 2023.