Between 20 September and 18 October 2023, we sought your feedback on the draft Customer Experience Strategy.

Key points on the consultation include:

• the Your Say Inner West project paged was viewed 344 times
• the draft strategy was downloaded 95 times
• the public exhibition was promoted through social media, posters, digital screens and on our website
• 12 submissions were received.

The overall feedback received was positive and supportive of Council’s commitment to improve customer experience through the goals and actions outlined in the draft Strategy.

Highlights include:

• customer service benchmarks
• digital improvements
• commitment to multicultural and inclusive services
• accurate reflection of community concerns and feedback.

Suggestions for improvement:

• inclusion of “Dementia-friendly community” as an action in the final Strategy
• delivery of a Council smartphone app earlier than FY25-26
• inclusion in assisting residents deal with other Government agencies.

At its meeting on Tuesday 21 November, Council will decide if the draft Customer Experience Strategy will be adopted.

If you wish to speak at the Council meeting, you will need to register by 2pm on Tuesday 21 November.