City of Stirling Corporate Business Plan

Outcome G3: Customer-focussed organisation Objective

Strategy

What does the City aim to achieve?

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: Services Service

Sub-services

FTE

2020/21 net service cost

Customer Service

y y Customer contact centre y y Front counter y y Customer service improvement

29.39

$520,467 The cost of this service is $3,547,287, $3,026,819 of which is allocated to service units $0 The cost of this service is $3,167,462, which is fully allocated to service units

Marketing and Communications

y y Strategic marketing y y Digital marketing y y Graphic design y y City publications

16.76

y y Community engagement y y External communications y y Internal communications

Outcome G3: Projects Customer Relationship Management System Implementation To implement a customer relationship management system to improve customer service within the City of Stirling 2020/2021 project cost: $3,795,379

2020/21 

2021/22 

2022/23

2023/24

Q1 Q2 Q3 Q4

Release 4 go live Release 5 go live Release 6 go live Release 7 go live

Outcome G4: Capable and efficient organisation Objective

Strategy

What does the City aim to achieve?

How will we get there?

G4.1

Optimise use of the City’s resources and build organisational capability

G4.1.1 Plan for the future, manage resources and measure progress based on the community’s vision (Integrated Planning and Reporting Framework) G4.1.2 Provide responsible financial and asset management to ensure the City’s long-term sustainability G4.1.3 Drive improvement and innovation to build capacity and increase efficiency and effectiveness G4.1.4 Maintain a highly skilled and effective workforce

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