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 Involve, engage and include our community in the decision-making process
G3.1.2
G3.1.3
Transform the City’s digital environment to increase access to the City
Outcome G3: Projects Customer relationship management system implementation To implement a Customer Relationship Management System to improve customer service within the City of Stirling
2019/20
2020/21
2021/22
2022/23
Q1
Go live with first digitised processes – complete release one
Q2 Q3 Q4
Go live with release two
Go live with release three
2019/20 project cost: $3,007,394
Go live with release four Discovery on release five commenced
Outcome G3: Services Service
Sub-services
FTE
2019/20 cost (net)
Customer Service
• Customer Contact Centre • Front Counter • Customer Service Improvement
32.39
The cost of this service is $2,834,748, $2,138,069 of which is allocated to Service Units. The cost of this service is $2,317,503, $2,343,437 of which is allocated to Service Units.
13.56
Marketing and Communi- cations
• Strategic marketing • Digital marketing • Graphic design • City publications • Community engagement • Communications
Outcome G4: Sustainable organisation Objective What the City aims to achieve
Strategy How will we get there?
G4.1
Optimise use of the City’s resources
G4.1.1
Plan for the future, manage resources and measure progress based on the community’s vision (Integrated Planning and Reporting Framework) Provide responsible financial and asset management to ensure the City’s long-term sustainability Drive improvement and innovation to build capacity and increase efficiency and effectiveness
G4.1.2
G4.2
Build organisational capacity and capability
G4.2.1
G4.2.2
Maintain a highly skilled and effective workforce
Corporate Business Plan 2019 – 2023 | 33
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