City of Stirling Corporate Business Plan

Outcome G3: Customer-focussed organisation Objective What the City aims to achieve

Strategy How will we get there?

G3.1

Strengthen customer service G3.1.1 Provide consistent, responsive and efficient customer service G3.1.2 Involve, engage and include our community in the decision making process G3.1.3 Transform the City’s digital environment to increase access to the City

Outcome G3: Projects Relationship Management System (RMS) Implementation To implement new RMS technology to improve customer service within the City of Stirling 2018/19 project cost: $858,000

2018/19

2019/20

2020/21

2021/22

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Q1 Q2

Pilot project completed

Outcomes of pilot reported to Council for approval to proceed to Stage 2 Implementation (dependent on Q2 outcome) Implementation (dependent on Q2 outcome)

Q3 Q4

ECM Upgrade

2018/19

2019/20

2020/21

2021/22

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To upgrade the City’s electronic document records management system 2018/19 project cost: $156,000

Q1 Q2 Q3

N/A

Project scope and requirements completed EOI process and submission to Executive Team for approval

Q4

Dependent on Q3

SharePoint Development

2018/19

2019/20

2020/21

2021/22



To re-architect and redesign the City’s intranet site 2018/19 project cost: $160,000

Q1 Q2 Q3

N/A

Project scope and requirements completed EOI process and submission to Executive Team for approval

Q4

Dependent on Q3

Customer Service Strategy

2018/19

2019/20

2020/21

2021/22

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To develop a framework and set of actions to deliver excellent customer service 2018/19 project cost: $110,000

Q1

New A-Z guide to City services produced, welcome book for newcomers New Customer Service Charter and Standards rolled out Commence customer service improvement consultation program with Council Develop brief for customer service contact point review and appoint agency

Q2 Q3

Q4

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