Customer Service Strategy and Charter

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Customer Service Strategy and Charter

​​​​ Council has changed the way it delivers customer service through the implementation of a Customer Service Strategy: a strategy that outlines an improved way of delivering customer service through a ‘Customer Enquiry/Resolution (CER) Model’.

The CER Model has a focus on the following main elements:

  • Using customer engagement and participation in the review and, where required, redesign of services.

  • Development of customer self-service functionality for those who can access online services, thus leaving Council staff to concentrate on complex enquiry work and high need customers.

  • Progression towards a more resolution-focussed customer service function.


The Model provides positive outcomes for both Council and our customers, including:

  • More options for the customer

  • Improved responses and consistent resolution for the customer

  • Reduced transaction costs for Council

  • Fewer transactions requiring Council staff intervention


The Model has a target of resolving 80% of customer enquiries/requests at the first point of contact.