Corporate Business Plan 2026-2030

Objective: Deliver excellent customer service

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 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

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

Key informing frameworks and plans • Customer Engagement Policy.

Services Main services

Sub-services

FTE

2026/27 net service cost

• Community engagement and insights

4.00

$150,000 The cost of this service is $1,012,621, of which $862,621 is allocated to service units $623,325 The cost of this service is $4,215,976,of which $3,592,651 is allocated to service units $7,500 The cost of this service is $3,330,445, of which $3,322,945 is allocated to service units

Community Engagement

• Customer contact centre and front counter • Service improvement

30.39

Customer Experience

14.76

• Strategic marketing • Digital marketing • Graphic design • Corporate affairs (media), internal and external strategic communications

Marketing & Communications

Other contributing services All other City services

58

Corporate Business Plan 2026-2030