Introducing a new direction: Make it positive

An amendment was made to the draft Customer Service Strategy following a Council meeting and strong community feedback, the strategy was updated to include an additional, fourth key Direction (this amendment can be found on page 22 of the document).

Community members told us that how people feel when they interact with Council really matters. While this theme was already reflected in different parts of the strategy, Councillors agreed it was important enough to be elevated and clearly recognised in its own right.

As a result, a new Direction: Make it positive, was added. This reflects the shared priority of improving customer experience and building trust with the community.

Under this new Direction, an additional outcome was included using the exact wording from the Council amendment:

“Enable residents to feel informed, supported and positive about their interactions with Council, strengthening confidence in Council’s services, projects and decisions.”

Making this a standalone direction highlights its importance and reinforces Council’s commitment to respectful, clear and positive engagement with the community in everything we do.

The Strategy now proposes 4 directions:

• Ease – providing simple, intuitive access though enhanced digital channels
• Seamlessness – delivering connected and consistent experiences
• Personalisation – offering relevant and responsive services
• Positive- improve the experience and build trust.

We are committed to putting our customers at the centre of everything we do. Our Customer Experience Strategy 2030 (the Strategy) sets out a clear direction for delivering seamless, efficient and personalised services that meet the evolving needs of our community.

Over the next 5 years, the Strategy will focus on improving digital access, making it easier to interact with us, and ensuring decisions are guided by customer feedback. By enhancing the overall experience, we aim to provide greater value, build trust, and ensure every customer feels heard and supported.

You were invited you to share your feedback on the draft Customer Experience Strategy over a four week period. Thanks to everyone that provided feedback. You made it clear for a preference more online services, but not at the cost of face-to-face help for those who prefer to chat in person. Importantly, there was also a big emphasis on keeping everyone’s details safe and sound in the digital world.

Overall, the Strategy is about making Council more open, keeping everyone in the loop, and always looking for ways to do better. Whether it’s online or at the counter, the aim is to provide top-notch service and make sure all residents feel supported and heard as the area continues to grow and change.

The Strategy proposes 3 directions:

• Ease – providing simple, intuitive access though enhanced digital channels
• Seamlessness – delivering connected and consistent experiences
• Personalisation – offering relevant and responsive services.

If you need assistance providing feedback or would like information supplied in your language or another format, please contact Council via 1300 434 434 or council@northernbeaches.nsw.gov.au.

If you would like to speak to someone over the phone in your language, call Translation and Interpreting Service (TIS) on 131 450 for a free interpreting service.

If you are d/Deaf or have a hearing or speech impairment, please contact National Relay Service on 1300 555 727.

གལ་སྲིད་ཁྱེད་རང་ལ་དགོངས་འཆར་འབུལ་བའི་ཆེད་དུ་རོགས་རམ་དགོས་པ་ཡང་ན་ཁྱེད་ཀྱི་སྐད་ཡིག་གི་ནང་དུ་ཡང་ན་རྣམ་པ་གཞན་ཞིག་གི་ལམ་ནས་གནས་ཚུལ་ཐོབ་འདོད་ཡོད་ན། ལྷན་ཁང་ལ་ཨང་གྲངས་ 1300 434 434 ཡང་ན་གློག་འཕྲིན་ council@northernbeaches.nsw.gov.au བརྒྱུད་ནས་འབྲེལ་གནང་རོགས།

གལ་སྲིད་ཁྱེད་ཀྱིས་རང་གི་སྐད་ཡིག་གི་ནང་དུ་ཁ་པར་ཐོག་མི་ཞིག་ལ་སྐད་ཆ་བཤད་འདོད་ཡོད་ན། ཡིག་སྒྱུར་དང་སྐད་སྒྱུར་ཞབས་ཞུ་

(Translation and Interpreting Service, TIS) ནས་རིན་པ་སྤྲོད་མི་དགོས་པའི་སྐད་སྒྱུར་ཞབས་ཞུ་ཞིག་ཐོབ་ཆེད་ཨང་གྲངས་ 131 450

如果您在提供反馈时需要帮助，或希望我们以您的语言或其他格式提供信息，请致电1300 434 434 或发送邮件至council@northernbeaches.nsw.gov.au，与市政议会取得联系。

如果您想用您的语言与他人进行电话交谈，请拨打口笔译服务处 (Translation and Interpreting Service TIS ) 的热线 131 450，获得免费口译服务。

Si necesita ayuda para hacernos llegar su opinión o desea que le facilitemos la información en su idioma o en otro formato, póngase en contacto con el Concejo al 1300 434 434 o en council@northernbeaches.nsw.gov.au

Si desea hablar con alguien por teléfono en su idioma, llame al Servicio de Traducción e Interpretación (Translation and Interpreting Service, TIS) en el 131 450 para recibir un servicio gratuito de interpretación.

तपाईंलाई पृष्ठपोषण प्रदान गर्न सहायता चाहिएमा वा आफ्नो भाषामा वा अर्को ढाँचामा जानकारी प्राप्त गर्न चाहेमा, कृपया काउन्सिललाई 1300 434 434 वा council@northernbeaches.nsw.gov.au मा सम्पर्क गर्नुहोस्

तपाईं फोनमा कुनै व्यक्तिसँग आफ्नो भाषामा कुरा गर्न चाहनुहुन्छ भने, निःशुल्क दोभाषे सेवाका लागि अनुवादन तथा दोभाषे सेवा (Translation and Interpreting Service, TIS) लाई 131 450 मा कल गर्नुहोस्।

यदि आपको फीडबैक प्रदान करने में सहायता की आवश्यकता है या आप अपनी भाषा या किसी अन्य प्रारूप में जानकारी चाहते हैं, तो कृपया परिषद् से 1300 434 434 या council@northernbeaches.nsw.gov.au पर ईमेल के माध्यम से संपर्क करें।

यदि आप अपनी भाषा में किसी से फोन पर बात करना चाहते हैं, तो निःशुल्क दुभाषिया सेवा के लिए अनुवाद और दुभाषिया सेवा (टीआईएस) (Translation and Interpreting Service (TIS)) को 131 450 पर कॉल करें।

الدعم

إذا كنت بحاجة إلى مساعدة لتقديم ملاحظات أو كنت ترغب في الحصول على معلومات بلغتك أو بتنسيق آخر، فيُرجى الاتصال بالمجلس على الرقم

1300 434 434 أو عبر البريد الإلكتروني council@northernbeaches.nsw.gov.au

وإذا كنت ترغب في التحدث إلى شخص ما عبر الهاتف بلغتك، فاتصل بخدمة الترجمة التحريرية والشفهية (Translation and Interpreting Service

(TIS)) على الرقم 450 131 للحصول على خدمة ترجمة شفهية مجانية. وأخبِر مَن تتصل به بلغتك المختارة وبأنك تريد التحدث إلى أحد مسؤولي مجلس نورثرن