City of Stirling Corporate Business Plan

OUR LEADERSHIP

Objective: Deliver excellent customer service

Projects

2022/23

2023/24 2024/25 2025/26

Biannual Printed Ward Newsletters

The City is committed to communicating and engaging with our community openly and inclusively to ensure they have the opportunity to participate in decision making and help shape our future. We will proactively seek out feedback and genuinely listen to the voices of all people in our community to understand their needs and set priorities. We will also continue to make it easier for our customers to receive services and have access to information online to improve the customer experience at all levels.

A customer-focused City

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Biannual newsletters will feature key information, for each of the 7 wards, such as map, ward councillor details, major projects and upcoming events

Q1 Template designed and newsletters printed Q2 Newsletters distributed Q3 Template designed and newsletters printed Q4 Newsletters distributed

2022/23 budget allocation to the project

$50,000

Strategy: How will we get there? • Provide consistent, responsive and efficient customer service • Involve, engage, and inform our community • Transform the City’s digital environment to increase access to the City.

Key informing frameworks and plans • Customer Engagement Strategy 2020 • Community and Stakeholder Engagement Policy.

2022/23

2023/24 2024/25 2025/26

Customer Contact Centre Software Upgrade

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To install software that will improve the City’s customer service operational efficiency and effectiveness and enhance the customer experience

Q1 Vendor selected and solution developed Testing and training completed Q2 New software deployed

Q3 Q4

2022/23 budget allocation to the project

$312,800 Carry forward from 2021/22

Services Main Services

2022/23

2023/24 2024/25 2025/26

Enhancements to Webchat

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Sub-services

FTE 2022/23 net service cost

The project will introduce automation via chatbots on the City’s website to improve access to information for our customers

Q1 Scoping completed and consultant selected Q2 Solution developed and system deployed

Customer contact centre Front counter Business improvement

30.39

$ 717,074 The cost of this service is $3,926,256 of which $3,209,182 is allocated to service units $ 370,640 The cost of this service is $3,649,714, of which $3,279,074 is fully allocated to service units

Customer Experience

Q3 Q4

2022/23 budget allocation to the project

$60,000

Strategic marketing Digital marketing Graphic design City publications

19.16

Marketing & Communications

Community engagement Engagement and place External and internal communications

Other contributing services

All other City services

CORPORATE BUSINESS PLAN 2022–2026 | City of Stirling

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