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