Corporate Business Plan: 2024-2028

Objective: Deliver excellent customer service

A customer-focused City

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.

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 • Community and Stakeholder Engagement Policy.

Services

2024/25 net service cost $455,614 The cost of this is fully allocated to service units $590,240 The cost of this service is $4,145,306, of which $3,689,692 service is $3,430,524, of which $2,840,285 is fully allocated to service units

Main services

Sub-services

FTE

• Customer contact centre and front counter • Service improvement

30.39

Customer Experience

18.16

Marketing & Communications

• Strategic marketing • Digital marketing • Graphic design • Community engagement • Corporate affairs (media) and internal communications

Other contributing services

All other City services

CORPORATE BUSINESS PLAN 2024–2028 | City of Stirling

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