customer experience plan 2019-2022

Customer Experience Plan 2019-2022

City of KwinanaCustomer Experience Plan2019 - 2022

Date: 30 July 2019Version 1.3

2

Contents Page

Foreword 4Background 5Our Customers 6Our Vision And Values 10

Vision 10Values 11

Customer Charter 12Customer Service Standards 12Our Service Levels 14What We Know 15Our Areas For Improvement 17Where Are We Now? 20What The City Is Aiming To Achieve 21

Customer Service Framework 21

What Are We Doing Well 22Action Plan 2018-2022 23Measures Of Success 28Appendix A 30Customer Experience Journey Maps 32

3

ForewordThe City of Kwinana’s core purpose is to serve the community. As a large organisation that provides a vast range of services to many different types of customers, the ways in which we deliver services and ensure positive experiences for our customers is a primary consideration for the City.

As such the City has developed this Customer Experience Plan as a single point of reference for the way the City wants to interact with its citizens – to establish a citizen-centric culture, that meets the customers and the City’s needs.

Extending on from the Strategic Community Plan and Corporate Business Plan, this Plan establishes the customer service framework, direction, actions and measures to help move the City forward.

As customer expectations grow and change, the City of Kwinana needs to continue adapting and developing to meet those changing needs, without losing sight of the unique and diverse nature of our community.

Our service commitment as outlined in our ‘Customer Service Charter’ will continue to strengthen our connection to the community through day to day interactions, via our numerous customer service channels including on the telephone, face-to-face, letter, email or through social media or other digital platforms.

This plan provides Kwinana with the foundation principles and a guide to achieve this sustainably into the future.

4

BackgroundKwinana’s Strategic Community Plan and Corporate Business Plan are underpinned by the drive to create an environment that is guided by the community’s wants and needs. On a daily basis, there are over 6,000 interactions between City Officers and the community – representing rich opportunities to understand those wants and needs. That’s an average of one interaction per member of the Kwinana population, every week.

These interactions include:

• families, school children and other adults enjoying the City facilities at the Darius Wells Library and Resource Centre, meeting and training rooms, the Recquatic, the Adventure Park or créche;

• attending an event such as the Youth Festivals;

• speaking with park and road maintenance personnel on their job;

• liaising with Building Certifiers and the planning team on building and design works;

• applying for the LyriK Youth Awards activities;

• picking up a lost dog at the pound;

• food business inspections;

• reaching out to our Community Engagement Officers for assistance and support; and

• the many varied telephone calls, visits and emails to the City Administration Centre.

The Kwinana community are also digitally active on our websites, Facebook pages, as well as the many community online, digital and social groups and sites. The City also conducts surveys, focus groups and forums to obtain community insight to assist with City activities.

At some stage, all 400+ City Officers engage with members of the Kwinana community in the course of their work. Their role is not just to complete a transactional or physical activity, but to provide service to the people, businesses and visitors in our community – our customers.

Globally, Cities are becoming increasingly citizen-centric (rather than process-centric), ensuring the community is at the very heart of every decision and activity undertaken. Kwinana is similarly seeking to move further in its level of customer-centric maturity with a customer experience plan being driven across the entire organisation with leadership from the City Leadership team. This Plan has been developed to guide the action plan and help progress to the customer maturity of the organisation.

5

POPULATION

2016 203640,058 85,158

201843,511

Family households

Group households

Lone person

Data obtained from ABS 2016 Census, ABS 2018 EstimatedResident Population and Forecast.id population forecast.

AGE Data obtained from ABS 2016 Census.

COUNTRY OF BIRTH Data obtained from ABS 2016 Census.

or

Data obtained from ABS 2016 Census.FAMILY COMPOSITIONNumber of households City of Kwinana

Percentage of total households in City of Kwinana

Total

Family households

Group households

Lone person

12,892

9,774

416

2,702

0-45-9

10-1415-1920-2425-2930-3435-3940-4445-4950-5455-5960-6465-6970-7475-7980-84

Over 85

Number of residents in City of Kwinana

residents born overseas = 16,377

34%

19%

Total City of Kwinana

Speak a language other than English

at home

UKNZ

PhilippinesIndia

South AfricaGermany

ChinaNetherlands

Sri LankaThailand

2,874

2,027

1,757

1,282

560

144

256

104

131

113

Note: Countries with fewer than 20 residents born there have not been included.

76%

21%

3%

3,577

3,039

2,352

2,370

3,084

3,836

4,184

3,225

2,831

2,569

2,104

1,815

1,520

1,253

916

667

411

305

Percentage of total residents in City of Kwinana

8.9%

7.6%

5.9%

7.7%

9.6%

10.4%

8.1%7.1%

6.4%

5.3%

4.5%

3.8%

3.8%

3.1%

2.3%

1.7%

1%0.8%

7.4%

5.2%4.5%

3.3%

1.4%

0.4%0.7%

0.3%0.3%

0.3%

Average houseold sizein City of Kwinana

2.7

Our customers6

POPULATION

2016 203640,058 85,158

201843,511

Family households

Group households

Lone person

Data obtained from ABS 2016 Census, ABS 2018 EstimatedResident Population and Forecast.id population forecast.

AGE Data obtained from ABS 2016 Census.

COUNTRY OF BIRTH Data obtained from ABS 2016 Census.

or

Data obtained from ABS 2016 Census.FAMILY COMPOSITIONNumber of households City of Kwinana

Percentage of total households in City of Kwinana

Total

Family households

Group households

Lone person

12,892

9,774

416

2,702

0-45-9

10-1415-1920-2425-2930-3435-3940-4445-4950-5455-5960-6465-6970-7475-7980-84

Over 85

Number of residents in City of Kwinana

residents born overseas = 16,377

34%

19%

Total City of Kwinana

Speak a language other than English

at home

UKNZ

PhilippinesIndia

South AfricaGermany

ChinaNetherlands

Sri LankaThailand

2,874

2,027

1,757

1,282

560

144

256

104

131

113

Note: Countries with fewer than 20 residents born there have not been included.

76%

21%

3%

3,577

3,039

2,352

2,370

3,084

3,836

4,184

3,225

2,831

2,569

2,104

1,815

1,520

1,253

916

667

411

305

Percentage of total residents in City of Kwinana

8.9%

7.6%

5.9%

7.7%

9.6%

10.4%

8.1%7.1%

6.4%

5.3%

4.5%

3.8%

3.8%

3.1%

2.3%

1.7%

1%0.8%

7.4%

5.2%4.5%

3.3%

1.4%

0.4%0.7%

0.3%0.3%

0.3%

Average houseold sizein City of Kwinana

2.7

7

EDUCATION

UNEMPLOYMENT

ACCESS AND INCLUSION

SOCIOECONOMIC INDEX

of people have a tertiary degree

unemployment in Kwinana

7.8% for WA

EMPLOYMENT

OCCUPATION

The total employment estimate for Kwinana is 13,270 jobs. The largest contributors come from the following industries:

People who work in Kwinana are in the following occupations:

reported needing assistance in their day-to-day lives due to disbility

14.3%

10.8%

100%

Ranges to 1092

Ranges from 851

SEIFA Index score SEIFA Index score

14.3% 20.5%

Kwinana WA

972 971

Kwinana Mandurah

In 2016 1,540 people (4% of the community)

8

EDUCATION

UNEMPLOYMENT

ACCESS AND INCLUSION

SOCIOECONOMIC INDEX

of people have a tertiary degree

unemployment in Kwinana

7.8% for WA

EMPLOYMENT

OCCUPATION

The total employment estimate for Kwinana is 13,270 jobs. The largest contributors come from the following industries:

People who work in Kwinana are in the following occupations:

reported needing assistance in their day-to-day lives due to disbility

14.3%

10.8%

100%

Ranges to 1092

Ranges from 851

SEIFA Index score SEIFA Index score

14.3% 20.5%

Kwinana WA

972 971

Kwinana Mandurah

In 2016 1,540 people (4% of the community)

9

Our Vision and Values

VISIONRich in spirit, alive with opportunities, surrounded by nature - it’s all here.

Rich in spirit Kwinana 2030 will be a place where the strong community spirit that has historically existed continues to thrive and develop.

• A unique identity

• A City alive with activity

• A safe and welcoming place

• Services for an active community

• Strong community leaders

• A community who help each other

• A vibrant arts culture

• A sense of place and heritage

• Accessibility for everyone

Alive with opportunities In 2030 the City of Kwinana will be a place that is alive with opportunities. The continued prosperity of the local industrial, retail and business community will provide a wide range of employment options for residents.

• Varied job opportunities

• Quality education for all ages

• A bustling retail scene

• A powerhouse industrial area

• A thriving local economy

• Innovative approval system

Surrounded by nature In 2030 the City of Kwinana is still physically surrounded by nature.

• A beautiful natural environment

• An energy efficient City

• A water-wise City

• A City adapted to climate change

It’s all here Kwinana 2030 will see an increasing number of new community and recreation facilities, as well as significant refurbishment of current amenities.

• Great public places

• Well-kept green spaces

• A well serviced City

• A well planned City

• A well maintained City

• A connected transport network

10

Values The City of Kwinana has established a core set of organisational values, which help drive our decision-making and which underpin our approach to customer service:

Lead from Where You StandLeadership is within us all

Taking ownership of each interaction and keeping the customer informed, right through to a resolution, even if it crosses a number of areas.

Act with CompassionShow that you care

Being courteous and respectful, and taking the time to fully understand and look for a sensitive outcome that meets the customer and business needs.

Make it FunSeize the opportunity to have fun

Choosing a friendly attitude to make it easy. Being aware of and promoting community events, activities and connections throughout the City.

Stand Strong, Stand TrueHave the courage to do what is right

Provide clear communication of what we can and cannot deliver, and why; and where possible offer an alternative solution.

Trust and Be TrustedValue the message, value the messenger

We do what we say we will, are honest in our communications and make our decisions fairly and without assumptions.

Why Not YesIdeas can grow with a yes

We encourage customer feedback or suggestions to improve the way we do things.

11

Customer Charter

Prompt and EfficientWe will respond quickly and effectively to your service requests.

Friendly and ProfessionalWe will provide our services in a friendly and professional manner.

Easy to AccessNo matter how you contact us we will make every effort to answer, acknowledge and assist.

Accurate and ConsistentWe will provide the information you require.

Based on Your NeedsWe will seek your view on the services we offer.

Built on Well Informed DecisionsWe will make decisions fairly and with transparency.

Responsible and AccountableWe will willingly be responsible for customer service quality.

Feedback and commentsWe encourage our community to be in contact with us and involved in providing regular feedback, consultation and information in an honest, polite and respectful way. We welcome you to keep us informed of relevant details, ideas and suggestions to help us improve our service standards.

Customer Service StandardsThe City’s Customer Service Standards are the behaviours all City staff agree to in order to achieve our promise. At a minimum, all staff at the City are expected to:

• Use our name, our name badge or City ID to identify ourselves;

• Answer all phone calls promptly — within 30 seconds or by the third ring;

• Use voicemail or call forward options for calls that are unanswered;

• Ensure voicemail greetings are set on all City issued phones;

• Return all voice message calls within 24 hours of the initial call;

• Acknowledge all requests within five working days of receipt; and

• Acknowledge complaints as soon as possible and provide a detailed response within 20 working days.

We take the following steps to ensure trust and respect:

• Provide privacy

• Listen

• Summarise

• Empathise

• Own it

• Take Action

• Refer

ImageWe wear professional attire, identify ourselves and have pride in our workplace.

Personal ServiceWe are prompt and efficient, friendly and professional, and are responsible and accountable. We make every effort to be easily accessible.

12

Phone InteractionsWe are prompt, efficient, friendly, professional and we provide easy access.

VoicemailWe are prompt and efficient, friendly and professional.

Outlook and CalendarsWe are prompt and efficient, responsible and accountable.

CorrespondenceWe are prompt, efficient, responsible and accountable. We provide easy access and we are accurate and consistent.

Our InformationWe are accurate and consistent and provide easy access.

Our DecisionsWe are responsible and accountable.

ComplaintsWe view complaints as an opportunity to improve on our service. We action complaints immediately and acknowledge them as soon as possible.

Customer Request SystemThe Customer Request Management System (CRM) is used to record and monitor all requests and complaints received. The information is readily available and enables staff to keep customers informed.

Diffusing Difficult SituationsWe aim to diffuse situations where the customer is upset or angry and for the customer to leave the office satisfied and in agreement of the course of action to be taken. Customers should be handled with dignity and compassion at all times.

Access and InclusionWe aim to provide an accessible and inclusive service for customers of all abilities. As per the City’s Disability Access and Inclusion Plan we endeavour to provide information that is appropriate to the culture, language and ability of residents.

13

Our Service LevelsKwinana citizens engage more than 6,000 times a week with City Officers – that’s an average of around once a week, for every member of the population – and that excludes payments of rates, registrations, bin collections and other items.

This represents many opportunities to deliver great customer service and emphasises the need for all City Officers to live by the customer service standards and charter and have consistency at all points.

A snapshot of some of the regular volume of interactions include the following (as at December 2018):

• Average 26 customer service emails per day

• Average 120 telephone calls into the Customer Service area per day

• Average 20 telephone calls to City Assist per day

• Average 30 calls outside office hours per week

• Over 3,300 individual users of the City of Kwinana website/week (over half of these from a mobile handheld device with the balance from other larger devices)

• Over 800 users of the Recquatic website/week (over 75% from a mobile handheld device and the balance from other larger devices)

• Over 2000 (estimated) individual visits to the Library, Recquatic, Community Centre and other halls and facilities/week

• Interactions with Elected Members and the Mayor

• Interactions between certifiers, builders and home owners in relation to building approvals and planning

• And thousands of emails and face to face interactions on the roadside, with cleaners and maintenance personnel, with planners and engineers, with compliance and environmental health staff, with Community Engagement Officers, and the list goes on.

14

The activities included the following:

Customer Service Research36 City Officers, Elected members and Executives attended workshops to understand how they are delivering customer service and the challenges they face in improving that experience.

Ethnographic research was conducted, including the observation of community interactions via social media sites, and other digital platforms.

Internal Data and StatisticsWebsite analytics of the multiple Kwinana websites and data from Customer Service Centre, Customer Requests System was collated and analysed. City telephony data covering enquiry volume and channel was gathered.

Citizens and visitors were observed interacting with City Officers and facilities by phone, email and face-to-face. These observations were conducted at the locations of Recquatic Centre, Library, Darius Wells, Customer Service Centre, City Assist, a playground and roadside.

What We KnowAs a result of a range of activities completed in 2018, City of Kwinana gained the following insights:

• That City Officers are also citizens and local community members with a wealth of personal experience interacting with the City;

• City Officers are aware of City-related comments and activities by their friends, family, visitors and neighbours and they recognise the difficulties that exist in delivering the service citizens and visitors are seeking;

• Awareness of what customer service is and what citizens expect increased across all areas of the City;

• Multiple areas of the City are involved in a single customer’s journey and therefore all areas of the City are involved in delivering customer service (not just the Customer Service team);

• The ownership and engagement of customer service standards, customer charter and the customer experience plan across all areas of the City increases when all areas are involved when activities are conducted to better understand the customer experience and citizen expectations; and

• Planning activities to take place in future years should have a higher emphasis on direct citizen comments, feedback and journeys through rigorous, robust and reliable data collection.

15

Benchmarking and Industry TrendsAvailable information from citizen surveys, customer strategies, charters, standards, policies, actions and a range of citizen-centric plans from other Australian and overseas local government organisations were researched, discussed and considered as part of this activity.

Customer InputCustomer feedback about Kwinana was gathered and analysed – this included the Catalyse survey, Community Services and Wellbeing Scorecard 2016, previous surveys; mystery shopping surveys and the Recquatic Centre Customer Service Survey 2018.

99 staff were surveyed on their experiences as citizens, as well as City Officers.

Customer Experience Journey MappingSix journey maps were completed (see appendix A) involving 45 City Officers and citizen representatives in those journeys themselves. The customer experience journeys mapped were for:

• Barking dog – person after night shift being woken by dog during the day. It starts barking as neighbours leave for work;

• Facility booking – booking a hall on behalf of a community group for a function with food and tea made, and alcohol on the premises;

• Recquatic – family wanting to explore what the facility has to offer, in particular what their kids could do over the school holidays;

• Building application – home owner wanting to build an extension to an existing house where the work will affect a neighbouring property as it will be close to their boundary;

• Damaged pathway – citizen reporting that cracked and raised paving on a pathway is creating a tripping hazard for older people and those with mobility aids including a wheelchair, and

• Missed bin - mum with twins under 2 who are teething, and a FIFO husband. Nappies in bin, hot weather, flies, smell - her bin was not picked up that morning.

16

Our Areas for ImprovementSix specific areas have been identified to have the greatest impact on the customer service delivery to citizens and are areas for improvement from the customer’s perspective.

1. The Circular Call Problem

The DriverIt is accepted that the number one driver of customer satisfaction (with an interaction) is resolution of the enquiry. It is also recognised that the number one driver of good customer experience is ease in engaging with City.

Current SituationThe current method of telephone call enquiry routing decreases the chance of enquiry resolution and makes it more difficult for the caller to contact someone who can resolve the enquiry. In particular, customers are provided with a range of phone numbers to call into the City, either wanting to be connected with a specific department, or about an ongoing enquiry. When the associated phone agent is not available the call is routed to another area with the result often being the caller is connected to someone who cannot assist them, or they are prompted to leave a voicemail, or their call rings out, or they join a callback queue.

It’s recognised the impact of this is frustrated customers who expend larger than necessary effort to reach the assistance they need, a low resolution rate, and higher than necessary operating costs for the City.

2. Inconsistent Customer Service

The DriverStrong consistency and reliability in service delivery reinforces customer perception and City image. High variations in staff behaviour impacts customer service experience as a result of recruitment methods, training, coaching, KPIs, and communication and practices within their business units. Inconsistent processes or lack of current knowledge at the customer interaction point similarly delivers different customer service levels. Systems can assist to drive consistency, resolution and speed of response through knowledge management, and via online capability for self-service.

Current SituationAt the many customer contact points across all City channels, enquiries are managed differently – from call transfers, knowledge, response rates, service focus, greeting, processes, transactional approach and attitude. The causes of this situation include:

• the lack of detailed service standards that are consistently reinforced, met, understood and ‘lived’ by all;

• inadequate customer service training, coaching, feedback and metrics; and

• City values being translated internally but not consistently into customer interactions.

17

3. The Missing Customer Experience Plan

The DriverA well-defined Customer Experience Plan that is led from the top and permeates the organisation, is a cornerstone for high customer satisfaction, good consistent customer service and staff engagement. A Customer Experience Plan details the way in which community members can expect to interact with the City. The plan is designed to continually improve that experience, and drive technology, investments, and the operational focus and actions across departments.

Current SituationThe activities associated with the creation of this Customer Experience Plan have assisted to educate and bring together City Officers on the topic of customer service. It has raised awareness across the City as well as shone a light on areas that are not meeting staff expectations or those of citizens.

A Customer Service Charter and Customer Service Standards have been developed by the Customer Service team and are in the early stages of sharing, and while the relevance of these across the City is gaining traction there are areas yet to gain acceptance and full buy-in.

The City has not yet committed to, or enunciated, a plan for consistent customer interaction. The current impact of this is continued inconsistent and sub-optimal customer satisfaction, high service delivery costs, and limited customer centricity focus and maturity.

4. Service Visibility and Continuous Improvement

The DriverVisibility of customer impact and workload at key contact points is essential to driving continuous improvement and staff accountability. Without this, management are unable to make meaningful decisions that deliver real improvements to the services provided to citizens. An investment in regular, consistent and meaningful gathering of performance and customer feedback at touchpoints that statistically impact upon customer satisfaction is necessary to ensure efforts are valuable.

Current SituationCurrent customer contact systems (for telephone, email, and webforms) provide limited volume data. There is either unreliable or no data around enquiry types, workloads, interaction volumes, resolution rates, customer satisfaction, response rates and journeys. Without ongoing real time measurements there is no catalyst for change and limits the ability to support improvement initiatives.

The current situation is driven by an ineffective framework for continuous customer service improvement across the City, and a lack of timely and meaningful customer surveys, observations and data captured at key contact points identified through journey mapping across all channels and key interactions. Six customer journey maps have been created of key customer interactions, which can be used to explore customer service improvements and take action (see Appendix A).

18

5. Contemporary Customer Service

The DriverThe community expect the City to invest in contemporary solutions and customer service capabilities in line with other government and commercial entities, leveraging local expertise wherever possible.

Easy online payments and bookings plus tracking of requests, online bookings, webchat and android apps, artificial intelligence (AI), personalisation, skills-based enquiry routing, customer satisfaction feedback options, Knowledge Management Systems for customer service personnel, and a structured focus on the customer are either in-place or under consideration in Local Governments.

Current SituationCity of Kwinana leads the way in its Adventure Park and its initiatives to support youth in the City. Other contemporary initiatives in keeping with other local government cities and businesses that customers interact are currently lacking.

These include the City’s telephony system functionality, website functionality and ease of navigation, core corporate business system upgrades for customer surveys and data capture functionality, and a knowledge base for customers and staff to obtain consistent, accurate and complete answers to frequently and infrequently asked questions.

6. Processes and Ease of Contact

The DriverThe number one driver of customer experience is ease (effort) – the easier it is to interact with and resolve questions and problems with the City, the more likely the customer is to talk positively about the City and influence community engagement.

Current SituationCurrently customers have difficulty in resolving an enquiry, accessing facilities and they engage in unnecessary multiple customer contact points due to sub-optimal key practices and processes around call routing strategies, multiple answering points, hours of operation, website functionality, CSO knowledge, facilities bookings, tags/cards and payments capabilities.

This difficulty for customers to interact with the City has been identified through a range of Customer journey mapping activities and supports known customer frustrations, repeat contact rates, cancellations in Recquatic Centre memberships, high effort and cost for both customer and City, and disempowered staff.

19

Where are we now?The Customer Experience Maturity Model depicts the typical stages in organisational maturity.

City of Kwinana is currently in the emerging stage, where the focus on the customer is led by the CEO, Director City Business, the Manager Corporate Communications and the Customer Service Coordinator, with support from the Executive team.

Supporting this Emerging stage are the following activities that have been undertaken by the City:

• Recquatic Centre customer survey

• Customer Experience journey mapping

• CEO sponsor

• Customer Experience Improvement Strategy

• Core Business System Technology (CRM, multichannel, web)

To support the City in moving through the customer aware and customer focus stages and into the customer centric stage, are the following planned activities:

• Customer Service Experience Plan supported by and driven by all Executives

• Customer Service represented in KPIs, position descriptions, reward and recognition, recruitment and training for all

• Single tier one multi-channel contact team

• Ongoing Voice of Customer (VoC) data collection and analysis

• Knowledge Management System implemented and integrated into Customer Quality frameworks

• Establishing a Customer Service continual improvement team

• Continual consideration, integration, updates and improvements in Core Business System Technology usage

20

What the City is aiming to achieveCustomer Experience FrameworkCity of Kwinana’s Customer Experience Framework diagrammatically presents the elements of a robust Customer Experience Plan for the City of Kwinana. Analysis of the City’s current interactions and operations against this, highlights a range of recommended improvements to move towards delivering great customer service and progress in citizen centric maturity.

Systems

Our systems are designed to support our people to be effective in their roles. There is a single source of truth and customer information is easily and readily available to staff who require it. Our systems are well integrated to provide an end to end customer experience.

Structure

Our business structure supports a customer centric culture. Our reporting lines and physical work locations are designed to create maximum collaboration. Our leaders are all committed to and equally responsible for customer experience.

People

Our people are empowered and supported to make decisions and find solutions to assist customers and each other. There is strong collaboration between departments and our values and cultures drive a customer centric workforce. We provide our people with the relevant skills, support and resources to allow them to offer a great customer experience – every time.

Procedure

Our policies and procedures help to guide our actions, often addressing specific administrative responsibilities and/or legislative requirements. We regularly review our processes and ensure that we place the lens of the customer over them. Where possible we minimise red tape and positively and pro-actively adopt a culture of continuous improvement.

Channels

We provide a range of options to allow our customers to communicate and connect with us in their channel of choice, at a time that suits them. We provide seamless self-service options and a best in class experience for our customers regardless of the touchpoint.

Customers

Customers are our number one priority. They are at the heart of everything we do. We strive to make it easy for our customers to do business with us, but when things go wrong we respond quickly and work together to find a solution. We are accountable and do what we say we’re going to do.

Governance

We are open, accountable and transparent in the conduct of our business with communities, businesses, other tiers of government and staff. We make sure that we are well placed to meet the needs of our customers well into the future. The codes of conduct for the elected members and our staff outline the standards of behaviour expected from them to produce the highest standards of integrity, responsibility and fair dealing in all their work.

21

What are we doing wellFollowing is a summary of the City’s achievements within areas of the Customer Experience Framework.

KEEP DOING

Systems

• Website provides online payment capability.• Website content is internally consistent.• Planning for a website upgrade and a Core Business System

replacement, including CRM, multi-channel routing and reporting, has commenced.

Structure• Subject Matter Experts (SMEs) exist in each Dept, capable of handling

both tier one and tier two (more complex) enquiries. • Customer Experience (Cx) Improvement is led by the CEO.

People

• Customer Service Officers (CSOs) take pride in their knowledge and ability.

• City actively supports its people and provides a flexible workplace.• Desire to use internal staff expertise for meaningful work.

Procedure• Some processes have been captured across departments, these

need to be identified between tier one and tier two enquiries so that skilled SMEs are only interrupted with valuable enquiries.

Channels• City understands the importance of web, telephone and email

channels for customer and community engagement.• Digital and social channels exist but are under-leveraged.

Customers • Focus on the customer is in the emerging maturity stage – with progress evident across City.

Governance

• Corporate Plan demonstrates a focus on delivering for the betterment of the community.

• Values, Customer Charter and Service Standards exist (but need some change).

22

Action Plan 2019-2022

Detailed Plan Following are the details within the 2019-2022 Action Plan:

CUSTOMER ENQUIRY BY PHONECx Framework Element

Planned Action Tasks Date

SystemsCustomers

Revise call routing strategy for City Assist calls

Define the areas of responsibility for customer service between the Customer Service and the City Assist Teams

2019-2020

Develop process maps and work instructions for integration of City Assist calls into the City’s primary call centre

2019-2020

Create the City Assist articles within the City’s Knowledge Base

2019-2020

Conduct training and shadowing exercise for City Assist Admin resource and Customer Service staff

2019

Reconfigure routing of City Assist calling into the Customer Service Team

2019 -2020

SystemsRevise call answering structure to provide economies of scale

Create an enquiry type register that is reflected in the Knowledge Base and via disposition codes

2020 - 2021

Develop agreed phone set-up structure for the organisation (including shared mailboxes, etc)

2019 - 2020

Create a formal Customer Experience Plan (this document) 2019

Define the areas of responsibility for customer service between the Customer Service Team and the City’s primary customer service focused areas - Planning, Building, Finance (including Rates) and Health

2019 - 2020

Technical reconfiguring of hunt groups in line with phone set-up structure

2019 - 2020

SystemsStructurePeopleProceduresCustomers

Create a combined multi-channel team to manage incoming simple (tier 1) enquiries at first point of contact

Undertake a feasibility assessment on webchat 2020

Investigate migrating Facebook Messenger responsibilities to Customer Service Team 2020

Consider customer service implications as part of the City’s website

2019-2020

PeopleCustomersGovernance

Review operational management capacity of the Customer Service Centre to ensure calls can be answered within service standards

Ensure the call centre program is capable of capturing the relevant data and providing appropriate reporting functionality for the City

2019 - 2020

Ensure answering standards are captured in the City’s Customer Service Standards 2019

23

Cx Framework Element


SystemsPeopleProceduresCustomers

Implement customer contact technology and practices into call centre operations to ensure success

Review call centre hardware and software 2020 -2021

Investigate telephony and email management system options

2020 2021

Develop regular reporting mechanism (PM Action, KPI, etc)

2019 - 2020

Enable SMS functionality 2019 - 2020

SystemsPeopleProceduresCustomersGovernance

Implement an organisation wide call transfer policy

Develop a process for internal on-transfer of calls from the Customer Service call centre.

2019 - 2020

Incorporate approach for ‘warm transfers’ into customer service training

2019 - 2020

ProceduresChannelsCustomersGovernance

Implement Customer Service Standards to all City staff

Incorporate the Customer Service Standards into customer service training and induction

2019 - 2020

PeopleCustomersGovernance

Implement change management methodology to ensure optimum engagement across City staff

Develop and implement a communications plan around the implementation of the Customer Experience Plan

2019 - 2022

RECQUATIC CENTRE & BOOKINGS REVIEW

PeopleProceduresCustomers

Review Recquatic Centre processes and services

Review of activities etc is currently being undertaken as part of the Recquatic services review

2019 - 2020

Set KPIs, actions based on Customer Service Values for Recquatic Customer Service Officers

2020

SystemsStructurePeopleProceduresCustomersGovernance

Review call answering and call routing for Recquatic and Bookings to ensure enquiries are answered by a skilled CSO

Identify Recquatic and Bookings call enquiry types and develop register

2020 - 2021

Develop Knowledge Management System for Recquatics/Bookings

2020-2022

PeopleCustomers

Provide staff and leadership training and development to Recquatic Centre staff

Ensure Recquatic Customer Service Officer attend high level of customer service training

2019-2020

Include essential Customer Service Selection Criteria into Recquatic Customer Service positions

2019

PeopleCustomers Governance

Maintain Recquatic Centre staff rosters to ensure customers have ready access

Amend staff start time/opening hours to allow adequate time prior to classes commencing 2019

Systems Procedures Channels Customers

Review Recquatic Centre self service/entry process

Investigate options to improve self service/entry process (e.g. online booking into classes, self-swipe access, etc)

2019 -2020

24



Systems Procedures Channels CustomersGovernance

Revise Recquatic Centre Swim School registration process

Investigate options to streamline swim school registration process (e.g. consider online registration, rolling over current registrations, separate enrolment/re-enrolment).

2019-2020

Systems Procedures Channels Customers

Review communications and processes to inform and assist new members

Review new member process (through journey mapping) and implement identified opportunities for improvement

2019-2020

Review new member packs including collateral and promotions material received 2019

Review and train all staff in centre tour 2019Systems Procedures Channels CustomersGovernance

Review Recquatic Centre direct debit process

Review direct debit process and identify opportunities for improvement 2020-

2021

Systems Procedures Channels CustomersGovernance

Revise booking and enrollment refund process to manage customer expectations

Review bookings journey map and identify opportunities for improvement and implement

2019-2020

Systems Customers

Investigate improvements to and alternative booking systems

Maximising functionality of Booking System 2019-2020

CustomersReview car parking arrangements during peak attendance

Investigate options to improve parking arrangement at the Recquatic Centre (consider imposed parking limits, allocated parking bays e.g. seniors and parents, implement standards for staff parking areas)

2020 - 2021

Systems ProceduresCustomersGovernance

Implement Voice of Customer feedback and satisfaction survey mechanisms

Develop ongoing feedback mechanisms for customers (e.g. first interaction survey, NPS, automatic email survey, inhouse survey option, etc)

2019-2021

CREATE A CUSTOMER CENTRIC CULTURE

PeopleGovernance

Review Position Descriptions and KPI’s to reflect customer centricity

Develop customer focussed KPI’s for all areas 2020 - 2021

PeopleAdjust recruitment strategy for all positions to include recruiting for customer focus

Incorporate customer service section in all position descriptions and include customer focused selection criteria and interview questions for all customer facing positions

2019 - 2020

Systems Customers Governance

Measure Voice of Customer feedback to drive customer focus and support for change

Develop options for customers to regularly provide feedback on customer experiences (e.g. survey mechanisms via online, counter, iPad, etc)

2019-2021

Incorporate feedback statistics into regular executive reporting mechanisms

2020-2021

25



CustomersGovernance

Develop a multi department customer service improvement team

Establish a cross organisational working group (change champions)

2020- Ongoing

People ProceduresCustomersGovernance

Enhance staff values across the city to focus on customer service delivery

Promote values and the application of the City’s values externally

2019- Ongoing

Build the organisational values into our charter and reinforce their application externally

2019

People Customers

Review staff rewaArds and recognition program to include ‘Customer Service’ category

Incorporate customer service attributes into the values awards

2019-2020

Promote Customer Service Value award recipients through internal communications channels

2020 ongoing

TECHNOLOGY

SystemsPeopleProceduresGovernance

Implement improved call centre technology

Implement the TIPT call centre module 2019Implement queues, wrap/disposition codes 2019Investigate ACW metrics (after call work) 2019Incorporate statistical data from the system into regular reporting mechanism

2020 - 2021

Systems PeopleProceduresChannelsCustomersGovernance

Secure a solution to implement a multi-channel contact technology across the City

Ensure customer service business needs/impact is considered as part of the Corporate Business System development and implementation

2020 -2022

Systems PeopleProcedures

Review current systems to enable use of Presence capabilities

Investigate and implement a Presence visibility solution (e.g. skype for business, TIPT, etc)

2020 - 2021

Systems People ProceduresCustomersGovernance

Implement a Knowledge Management System across the City

Collate Knowledge Base in OneNote 2019 - 2021

Ensure considerations for a more sophisticated Knowledge Base within improved functionality are considered at part of the Website and Corporate Management System Project

2019-2021

SystemsChannelsCustomersGovernance

Improve City of Kwinana websites functionalities

Being considered as part of the Website Improvement Project

2019 - 2021

Systems Procedures

Actively gather and collate customer mobile numbers for future messaging opportunities

Collect customer SMS and email details within a centralised database

2019- ongoing

Systems Procedures Governance

Develop customer service reporting at operational and strategic levels

Investigate automated CRM responses to requests

2019-2020

Investigate automated technological responses to customer interactions (feedback)

2021

26



CUSTOMER SERVICE TRAINING, DEVELOPMENT AND CONSISTENCY

People Governance

Design, develop and deliver customer service training for all staff across the City

Design and develop a tiered Customer Service Training package incorporating the CS Charter and Standards for all staff (current and new staff on an ongoing basis)

2019

People Governance

Review current induction training to ensure it is citizen-centric

Include customer service section in induction program (Customer Service Standards)

2019 - ongoing

PeopleGovernance

Design, develop and deliver call centre operations training

Design and develop a tier two of customer service training inclusive of service level management

2019

PeopleGovernance

Design, develop and deliver call, face to face and email management training

Develop a technical level training package for call management, face-to-face interactions and email management for customer service focused areas (Customer Service, Recquatic, City Assist, etc)

2019

ProceduresCustomersGovernance

Implement training to develop customer journey mapping skills

Cross Organisational Team Members to be trained to become journey mapping champions

2020

Create a journey mapping schedule 2020

PeopleProceduresCustomers Governance

Develop a Quality Framework for customer service centre interactions

Investigate options with quality management team to develop a quality management framework to measure the City’s customer service against the Customer Service Standards

2021-2022

Structure People Governance

Design, develop and implement management and leadership materials to support customer service training

Incorporate customer service review section within probationary reviews

2020 - 2021

Include customer service actions in Manager’s Induction Checklist (e.g. ensuring voicemail is set up correctly, aware of Customer Service Charter)

2020-2021

27

Measures of SuccessThe following statements align to the Customer Experience Framework and speak to the future successes of City of Kwinana:

Success Measure #1The customer contact environment across the City is an environment where all tier one contacts are answered first time, by a skilled Consultant. Customers are provided with accurate information in a consistent manner that maximises the chance of their enquiry being resolved at that first point of answer.

Success Measure #2Families and the community benefit from the enjoyment of pleasure activities when using City facilities, the Recquatic Centre and through bookings, because of improved management of these facilities and focus on the supporting staff.

Success Measure #3The customer experience is continually improving with decisions made and actions taken as a result of considered, planned and holistic analysis and understanding of regularly gathered customer interaction data (both automatically and direct from customer).

Success Measure #4Customer interaction with the City is easy and as a result of technology implementations the City staff are providing more knowledgeable, responsive and seamless omni-channel experiences, and improved enquiry resolution rates.

Success Measure #5Community engagement and satisfaction is improving with the flexible, personalised and highly functional online interaction offering; the ease and usability of the City website for citizens is increasing with accessibility, functionality and navigational improvements evident as a result of back-end and integration functionality enhancements.

Success Measure #6The consistency and standards of customer service is improved across the City and our customers enjoying their interactions with us because our City Officers make it easy for their enquiries to be resolved and they do this with a friendly and helpful manner.

28

Appendix A

Customer experience journey mapsIncludes:

1. Barking Dog Customer Journey Map 32

2. Damaged Pathway Journey Map 34

3. Missed Bin Customer Journey Map 36

4. Facility Booking Customer Journey Map 38

5. Recquatic Centre Usage Customer Journey Map 40

6. Building Application Customer Journey Map 42

30

Customer Journey Map 1 – Barking DogPerson on night shift who is being woken by dog during the day, starts barking as soon as neighbours leave for work

INNOVATE

Prov

ide

info

to d

og

owne

rs w

ith ti

ps th

at

may

hel

p re

duce

ba

rkin

g

Educ

ate

dog

owne

rs

at ti

me

of r

egis

trat

ion,

on

web

site

, whe

n co

mpl

aint

rec

eive

d

Dev

elop

a r

egis

ter

to q

uick

ly r

evie

w

and

trac

k hi

stor

y of

on

goin

g is

sues

Find

opt

ions

to h

ave

calls

ans

wer

ed b

y Ci

ty o

f Kw

inan

a st

aff

duri

ng b

usin

ess

hour

s

Advi

se a

nd e

duca

te

cust

omer

s th

e pr

oces

s, w

hat t

o ex

pect

, var

ious

op

tions

Dev

elop

a te

mpl

ate

of q

uest

ions

to a

sk

cust

omer

s in

the

first

in

stan

ce

Visi

t cus

tom

er in

the

first

inst

ance

to h

ave

conv

ersa

tion,

rat

her

than

cal

l or

emai

l

Spea

k to

dog

ow

ner

with

in 2

4 ho

urs

of

initi

al r

epor

t

Issu

e le

tter

to d

og

owne

r an

d cu

stom

er

Crea

te e

lect

roni

c di

ary

that

can

be

emai

led

inst

ead

of h

andw

ritt

en

Rage

, Ira

te, V

erba

lly

abus

ive,

Nul

ear

Frus

trat

ed, A

ngry

, Im

patie

nt

THINKING

Slig

htly

ann

oyed

Tire

d, F

rust

rate

d,

Incr

ease

d an

noya

nce

Frus

trat

ed, A

nxio

us,

Hel

ples

s, T

ired

Angr

y, F

rust

rate

d,

Unr

easo

nabl

e,

Irra

tiona

l

Hop

eful

, Opt

imis

tic,

Scar

ed, A

nxio

us,

Ner

vous

,

Des

pera

te,

Det

erm

ined

, Im

patie

nt

Ange

r, Fr

ustr

ated

, Se

ekin

g he

lp, P

ositi

ve,

Und

erst

andi

ng,

Relie

ved

Frus

trat

ed, I

mpa

tient

, An

gry,

Res

igne

d,

Insi

sten

t

Frus

trat

ed, I

mpa

tient

, Pi

ssed

Off

, Ang

ry

Conf

used

, Fru

stra

ted,

An

noye

d, R

elie

ved,

H

appy

to b

e he

ard,

O

ptim

istic

, Hop

eful

Anxi

ous,

Fru

stra

ted,

Ti

red

Exci

ted,

Con

fuse

d,

Ove

rwhe

lmed

, Fed

up,

O

ver

it, A

ccep

ting

Angr

y, F

rust

rate

d,

Tire

d, F

ed u

p

Conf

used

, O

verw

helm

ed,

Anxi

ous,

Hop

eful

, Lac

k of

und

erst

andi

ng

Relie

ved,

Hop

eful

, Ex

pect

ant,

Antic

ipat

ion

Frus

trat

ed, I

mpa

tient

, H

elpl

ess,

Tir

ed, A

ngry

(e

sp th

e lo

nger

the

wai

t is)

Hap

py, J

ustifi

ed,

Valid

ated

, Rel

ieve

d,

Ener

gise

d

Still

hop

eful

, Co

mm

itted

, D

eter

min

ed, S

ee

light

at t

he e

nd o

f the

tu

nnel

Anxi

ous,

Ner

vous

, Se

lf ri

ghte

ous,

Sca

red,

W

orri

ed, C

once

rned

, U

ncer

tain

, Los

ing

hope

, Fea

rful

Just

ified

, Rel

ieve

d,

Hop

eful

, Hes

itant

, An

ticip

atio

n

Just

ified

, Rel

ieve

d,

Hop

eful

, Hes

itant

, An

ticip

atio

n

Anxi

ous,

Ner

vous

, Re

lieve

d, A

ntic

ipat

ion

Dau

nted

, Fru

stra

ted,

H

opel

ess,

Ove

r it,

Fe

d up

Spea

k to

wor

k m

ates

ab

out s

ituat

ion

Call

Afte

r H

ours

- re

port

to In

sigh

t

Advi

sed

Coun

cil w

ill

call

back

Spea

k to

nei

ghbo

ur o

r le

ave

a no

te

Rece

ive

call

to a

dvis

e no

t eno

ugh

info

pr

ovid

ed

Reco

mm

ence

dia

ry fo

r 14

day

s

DOING

Wok

en b

y ba

rkin

g do

g

Repe

ated

ly w

oken

by

dog

Post

on

soci

al m

edia

Try

othe

r op

tions

- ye

ll,

bang

gat

e, u

se h

ose

Leav

e an

onym

ous

note

in le

tter

box

Gat

her

evid

ence

- re

cord

on

phon

e

Cont

act c

ounc

il -

phon

e or

face

to fa

ce

Prov

ide

deta

ils &

told

w

ill g

et a

cal

l bac

k

Awai

t a c

all b

ack

(30

min

to n

ext d

ay

Rece

ive

a ca

ll fr

om C

ity

Assi

st O

ffice

r

Prov

ide

deta

ils a

nd

hist

ory

of is

sue

Dec

line

to s

peak

to

neig

hbou

r, aw

ait d

iary

an

d fo

rm

Rece

ive

Dia

ry P

ack

& F

orm

7 w

ith

inst

ruct

ions

Keep

dia

ry fo

r 14

day

s

Com

plet

e Fo

rm 7

- ha

ndw

rite

, sig

n, a

ttac

h di

ary

Retu

rn fo

rm/d

iary

- po

st, h

and

deliv

er,

scan

& e

mai

l

Awai

t a r

espo

nse

- til

office

r ba

ck o

n du

ty

(1 -

7 da

ys)

Rece

ive

lett

er th

at

nois

e ab

atem

ent

notic

e is

sued

to

neig

hbou

r

Keep

dia

ry fo

r 14

day

s

Spea

k to

oth

er

resi

dent

s to

gat

her

supp

ort

Subi

t new

dia

ries

- cu

stom

er &

nei

ghbo

ur

Awai

t a r

espo

nse

from

Ci

ty A

ssis

t Offi

cer

Advi

sed

suffi

cien

t ev

iden

ce &

pro

cess

for

pros

ecut

ion

Cont

inue

to r

ecor

d an

d re

port

for

up to

6

mon

ths

Mee

t with

City

Ass

ist

Offi

cer

face

to fa

ce

PEOPLE

Mar

ketin

g Co

ordi

nato

r, M

anag

er

CSO

’s, In

sigh

t, Ci

ty

Assi

st A

dmin

, City

As

sist

Offi

cer

CSO

’s, In

sigh

t, Ci

ty

Assi

st

Insi

ght

City

Ass

ist

City

Ass

ist

Reco

rds,

CSO

’s, C

ity

Assi

st

City

Ass

ist O

ffice

r

Reco

rds,

CSO

’s, C

ity

Assi

st

City

Ass

ist O

ffice

r

THINGS

Kwin

ana

Face

book

, O

utlo

ok

CRM

, Pho

ne, O

utlo

ok

CRM

, Pho

ne, O

utlo

ok

Out

look

Out

look

Info

Pac

k, C

M9,

CRM

CM9,

CRM

Phon

e, C

RM, C

M9

CM9,

CRM

Phon

e, C

RM

INSIGHTS

Cust

omer

has

man

y em

otio

ns, o

ften

bef

ore

they

spe

ak to

us

We

are

boun

d by

le

gisl

atio

n bu

t wha

t el

se c

ould

we

do?

We

don’

t not

ify d

og

owne

r of

com

plai

nt

until

not

ice

is is

sued

A lo

t of t

hese

co

mpl

aint

s co

uld

be

deal

t with

in e

arly

day

s w

ithou

t esc

alat

ing

Frus

trat

ion

incr

ease

s if

they

go

to In

sigh

t du

ring

bus

ines

s ho

urs

The

proc

ess

is m

anua

l an

d no

t onl

ine

Goa

l is

to h

ave

70%

de

alt w

ith u

p fr

ont,

20%

nee

ding

info

pa

ck, 1

0% p

rose

cute

32

Customer Journey Map 1 – Barking DogPerson on night shift who is being woken by dog during the day, starts

Dec

line

to s

peak

to

Spea

k to

nei

ghbo

ur o

r An

xiou

s, F

rust

rate

d,

Issu

e le

tter

to d

og

neig

hbou

r, aw

ait d

iary

le

ave

a no

teTi

red

owne

r an

d cu

stom

eran

d fo

rm

Rece

ive

Dia

ry P

ack

Exci

ted,

Con

fuse

d,

Crea

te e

lect

roni

c di

ary

Info

Pac

k, C

M9,

CRM

City

Ass

ist

& F

orm

7 w

ith

Ove

rwhe

lmed

, Fed

up,

th

at c

an b

e em

aile

d in

stru

ctio

nsO

ver

it, A

ccep

ting

inst

ead

of h

andw

ritt

en

barking as soon as neighbours leave for workAn

gry,

Fru

stra

ted,

Ke

ep d

iary

for

14 d

ays

Tire

d, F

ed u

p

Conf

used

, Co

mpl

ete

Form

7 -

Ove

rwhe

lmed

, ha

ndw

rite

, sig

n, a

ttac

h An

xiou

s, H

opef

ul, L

ack

diar

yof

und

erst

andi

ng

Retu

rn fo

rm/d

iary

- Re

cord

s, C

SO’s,

City

Re

lieve

d, H

opef

ul,

CM9,

CRM

post

, han

d de

liver

, As

sist

Expe

ctan

t, An

ticip

atio

nsc

an &

em

ail

Frus

trat

ed, I

mpa

tient

, Aw

ait a

res

pons

e - t

il H

elpl

ess,

Tir

ed, A

ngry

offi

cer

back

on

duty

(e

sp th

e lo

nger

the

(1 -

7 da

ys)

wai

t is)

Rece

ive

lett

er th

at

Rece

ive

call

to a

dvis

e H

appy

, Jus

tified

, no

ise

abat

emen

t Ra

ge, I

rate

, Ver

bally

Ph

one,

CRM

, CM

9Ci

ty A

ssis

t Offi

cer

not e

noug

h in

fo

Valid

ated

, Rel

ieve

d,

notic

e is

sued

to

abus

ive,

Nul

ear

prov

ided

Ener

gise

dne

ighb

our

Still

hop

eful

, Co

mm

itted

, Re

com

men

ce d

iary

for

Frus

trat

ed, A

ngry

, Ke

ep d

iary

for

14 d

ays

Det

erm

ined

, See

14

day

sIm

patie

ntlig

ht a

t the

end

of t

he

tunn

el

Anxi

ous,

Ner

vous

, Sp

eak

to o

ther

Se

lf ri

ghte

ous,

Sca

red,

re

side

nts

to g

athe

r W

orri

ed, C

once

rned

, su

ppor

tU

ncer

tain

, Los

ing

hope

, Fea

rful

Just

ified

, Rel

ieve

d,

Reco

rds,

CSO

’s, C

ity

Subi

t new

dia

ries

- CM

9, C

RMH

opef

ul, H

esita

nt,

Assi

stcu

stom

er &

nei

ghbo

urAn

ticip

atio

n

Just

ified

, Rel

ieve

d,

Awai

t a r

espo

nse

from

H

opef

ul, H

esita

nt,

City

Ass

ist O

ffice

rAn

ticip

atio

n

Advi

sed

suffi

cien

t An

xiou

s, N

ervo

us,

Phon

e, C

RMCi

ty A

ssis

t Offi

cer

evid

ence

& p

roce

ss fo

r Re

lieve

d, A

ntic

ipat

ion

pros

ecut

ion

Cont

inue

to r

ecor

d D

aunt

ed, F

rust

rate

d,

and

repo

rt fo

r up

to 6

H

opel

ess,

Ove

r it,

m

onth

sFe

d up

INNOVATE

Prov

ide

info

to d

og

owne

rs w

ith ti

ps th

at

may

hel

p re

duce

ba

rkin

g

Educ

ate

dog

owne

rs

at ti

me

of r

egis

trat

ion,

on

web

site

, whe

n co

mpl

aint

rec

eive

d

Dev

elop

a r

egis

ter

to q

uick

ly r

evie

w

and

trac

k hi

stor

y of

on

goin

g is

sues

Find

opt

ions

to h

ave

calls

ans

wer

ed b

y Ci

ty o

f Kw

inan

a st

aff

duri

ng b

usin

ess

hour

s

Advi

se a

nd e

duca

te

cust

omer

s th

e pr

oces

s, w

hat t

o ex

pect

, var

ious

op

tions

Dev

elop

a te

mpl

ate

of q

uest

ions

to a

sk

cust

omer

s in

the

first

in

stan

ce

Visi

t cus

tom

er in

the

first

inst

ance

to h

ave

conv

ersa

tion,

rat

her

than

cal

l or

emai

l

Spea

k to

dog

ow

ner

with

in 2

4 ho

urs

of

initi

al r

epor

t

THINKING

Slig

htly

ann

oyed

Tire

d, F

rust

rate

d,

Incr

ease

d an

noya

nce

Frus

trat

ed, A

nxio

us,

Hel

ples

s, T

ired

Angr

y, F

rust

rate

d,

Unr

easo

nabl

e,

Irra

tiona

l

Hop

eful

, Opt

imis

tic,

Scar

ed, A

nxio

us,

Ner

vous

,

Des

pera

te,

Det

erm

ined

, Im

patie

nt

Ange

r, Fr

ustr

ated

, Se

ekin

g he

lp, P

ositi

ve,

Und

erst

andi

ng,

Relie

ved

Frus

trat

ed, I

mpa

tient

, An

gry,

Res

igne

d,

Insi

sten

t

Frus

trat

ed, I

mpa

tient

, Pi

ssed

Off

, Ang

ry

Conf

used

, Fru

stra

ted,

An

noye

d, R

elie

ved,

H

appy

to b

e he

ard,

O

ptim

istic

, Hop

eful

Spea

k to

wor

k m

ates

ab

out s

ituat

ion

Call

Afte

r H

ours

- re

port

to In

sigh

t

Advi

sed

Coun

cil w

ill

call

back

DOING

Wok

en b

y ba

rkin

g do

g

Repe

ated

ly w

oken

by

dog

Post

on

soci

al m

edia

Try

othe

r op

tions

- ye

ll,

bang

gat

e, u

se h

ose

Leav

e an

onym

ous

note

in le

tter

box

Gat

her

evid

ence

- re

cord

on

phon

e

Cont

act c

ounc

il -

phon

e or

face

to fa

ce

Prov

ide

deta

ils &

told

w

ill g

et a

cal

l bac

k

Awai

t a c

all b

ack

(30

min

to n

ext d

ay

Rece

ive

a ca

ll fr

om C

ity

Assi

st O

ffice

r

Prov

ide

deta

ils a

nd

hist

ory

of is

sue

Mee

t with

City

Ass

ist

Offi

cer

face

to fa

ce

PEOPLE

Mar

ketin

g Co

ordi

nato

r, M

anag

er

CSO

’s, In

sigh

t, Ci

ty

Assi

st A

dmin

, City

As

sist

Offi

cer

CSO

’s, In

sigh

t, Ci

ty

Assi

st

Insi

ght

City

Ass

ist

THINGS

Kwin

ana

Face

book

, O

utlo

ok

CRM

, Pho

ne, O

utlo

ok

CRM

, Pho

ne, O

utlo

ok

Out

look

Out

look

INSIGHTS

Cust

omer

has

man

y em

otio

ns, o

ften

bef

ore

they

spe

ak to

us

We

are

boun

d by

le

gisl

atio

n bu

t wha

t el

se c

ould

we

do?

We

don’

t not

ify d

og

owne

r of

com

plai

nt

until

not

ice

is is

sued

A lo

t of t

hese

co

mpl

aint

s co

uld

be

deal

t with

in e

arly

day

s w

ithou

t esc

alat

ing

Frus

trat

ion

incr

ease

s if

they

go

to In

sigh

t du

ring

bus

ines

s ho

urs

The

proc

ess

is m

anua

l an

d no

t onl

ine

Goa

l is

to h

ave

70%

de

alt w

ith u

p fr

ont,

20%

nee

ding

info

pa

ck, 1

0% p

rose

cute

33

Customer Journey Map 2 – Damaged PathwayCracked and raised paving creating a tripping hazard for older people and difficulty for mobility aids (wheelchair)

INNOVATE

RV R

epor

ts a

re lo

gged

in

CRM

as

Resi

dent

with

Co

ntac

t det

ails

Revi

ew p

roce

ss fo

r w

hen

staff

log

CRM

’s - p

rope

rty

/ co

ntac

t det

ails

Revi

ew C

RM b

efor

e se

ndin

g to

cre

w to

ens

ure

all d

etai

ls a

re in

clud

ed

Prov

ide

CRM

# b

y em

ail

or S

MS

Proa

ctiv

e co

mm

unic

atio

n by

em

ail o

r sm

s to

adv

ise

upda

te a

nd fi

xed

Wou

ld n

eed

to e

nsur

e no

CR

M c

omm

ents

incl

uded

Requ

est f

eedb

ack

thro

ugh

SMS/

emai

l sur

vey

THINKING

Hap

py

Angr

y, d

isap

poin

ted,

fr

etfu

l, sc

ared

, wor

ried

, sh

aken

, inq

uisi

tive,

qu

estio

ning

Conc

erne

d, d

eman

ding

, ho

stile

, rel

ieve

d, v

alid

ated

Reas

sure

d, c

omfo

rted

Impa

tient

, con

cern

ed

Frus

trat

ed, i

mpa

tient

, de

man

ding

, unr

easo

nabl

e,

conf

used

Reas

sure

d, im

patie

nt,

frus

trat

ed

Anno

yed,

frus

trat

ed,

conc

erne

d, s

cept

ical

Relie

ved,

gra

tefu

l, ju

stifi

ed,

happ

y, in

form

ed

Paci

fied

Hap

py, f

rust

rate

d,

inco

nven

ienc

ed, s

atis

ifed,

in

form

ed

Hap

py, r

elie

ved,

saf

e,

com

fort

able

, ple

ased

Gra

tefu

l, ap

prec

iativ

e

Repo

rt to

Vill

age

Offi

ce

Chec

k in

at V

illag

e

DOING

Cust

omer

wal

king

alo

ng

foot

path

Trip

s w

ith w

alke

r on

rai

sed

foot

path

Repo

rt in

per

son

at fr

ont

coun

ter

Advi

sed

CRM

#

Wai

t for

foot

path

to b

e fix

ed

Com

e to

fron

t cou

nter

to

chec

k pr

ogre

ss

Reei

ve u

pdat

e &

CRM

# if

no

t kno

wn

Wai

t

Rece

ive

a ca

ll w

ith u

pdat

e -

dela

ys, E

TA o

r fix

ed

Wai

t

Rece

ive

note

in le

tter

box

(if w

ork

is o

utsi

de th

eir

hous

e)

Not

ice

that

pat

h if

fixed

Ring

to s

ay th

ank

you

Phon

es C

ounc

il

Phon

e fo

r an

upd

ate

PEOPLE

Retir

emen

t Vill

age

staff

, CS

O’s,

Dep

ot

Dep

ot A

dmin

, Dep

ot

Supe

rvis

or, P

rocu

rem

ent

RV S

taff

, CSO

’s, D

epot

Ad

min

RV S

taff

, CSO

’s, D

epot

Ad

min

Supe

rvis

or, D

epot

Cre

w

Dep

ot A

dmin

Dep

ot C

rew

Dep

ot C

rew

, Sup

ervi

sor

CSO

, Rec

ords

, Dep

ot

Adm

in, D

epot

Sta

ff, A

ll st

aff

THINGS

Out

look

, CRM

, Pho

nes

Soci

al m

edia

Phon

e, C

RM, V

ehic

les,

Ph

otos

Phon

e, C

RM

Phon

e, C

RM

Truc

k, U

te, S

igna

ge, S

afet

y eq

uipm

ent

Phon

e, C

RM, O

utlo

ok

Lett

er te

mpl

ate,

truc

k

CRM

Har

dcop

y, C

RM,

Truc

k, E

quip

men

t, M

ater

ials

Phon

es, C

M9,

Out

look

, Ag

enda

INSIGHTS

Wai

ting

can

be a

res

ult o

f no

t bei

ng a

ble

to fi

nd is

sue

or c

onta

ct c

usto

mer

CSO

’s co

nfirm

pho

ne #

on

rec

ord,

som

e ad

d to

de

scri

ptio

n

RV S

taff

log

asst

aff r

ecor

d,

not r

esid

ent -

no

cont

at

deta

ils

Som

e in

cons

iste

ncie

s in

ho

w r

ecor

d is

logg

ed in

CR

M

Pers

on r

epor

ting

is n

ot

alw

ays

the

resi

dent

of t

he

prop

erty

Lang

uage

bar

rier

s ca

n im

pact

at t

imes

May

re

peat

34

Customer Journey Map 2 – Damaged PathwayCracked and raised paving creating a tripping hazard for older people and d

RV S

taff

, CSO

’s, D

epot

Re

eive

upd

ate

& C

RM #

if

Reas

sure

d, im

patie

nt,

Ph

one,

CRM

Adm

inno

t kno

wn

frus

trat

ed

ifficulty for mobility aids (wheelchair) Tr

uck,

Ute

, Sig

nage

, Saf

ety

Anno

yed,

frus

trat

ed,

Su

perv

isor

, Dep

ot C

rew

Wai

teq

uipm

ent

conc

erne

d, s

cept

ical

Rece

ive

a ca

ll w

ith u

pdat

e -

Relie

ved,

gra

tefu

l, ju

stifi

ed,

Ph

one,

CRM

, Out

look

Dep

ot A

dmin

dela

ys, E

TA o

r fix

edha

ppy,

info

rmed

W

ait

Paci

fied

Rece

ive

note

in le

tter

box

Hap

py, f

rust

rate

d,

Proa

ctiv

e co

mm

unic

atio

n Le

tter

tem

plat

e, tr

uck

Dep

ot C

rew

(if w

ork

is o

utsi

de th

eir

inco

nven

ienc

ed, s

atis

ifed,

by

em

ail o

r sm

s to

adv

ise

hous

e)in

form

edup

date

and

fixe

d

CRM

Har

dcop

y, C

RM,

Hap

py, r

elie

ved,

saf

e,

Wou

ld n

eed

to e

nsur

e no

Tr

uck,

Equ

ipm

ent,

Dep

ot C

rew

, Sup

ervi

sor

Not

ice

that

pat

h if

fixed

com

fort

able

, ple

ased

CRM

com

men

ts in

clud

edM

ater

ials

CSO

, Rec

ords

, Dep

ot

Phon

es, C

M9,

Out

look

, Re

ques

t fee

dbac

k th

roug

h Ad

min

, Dep

ot S

taff

, All

Ring

to s

ay th

ank

you

Gra

tefu

l, ap

prec

iativ

eAg

enda

SMS/

emai

l sur

vey

staff

INNOVATE

RV R

epor

ts a

re lo

gged

in

CRM

as

Resi

dent

with

Co

ntac

t det

ails

Revi

ew p

roce

ss fo

r w

hen

staff

log

CRM

’s - p

rope

rty

/ co

ntac

t det

ails

Revi

ew C

RM b

efor

e se

ndin

g to

cre

w to

ens

ure

all d

etai

ls a

re in

clud

ed

Prov

ide

CRM

# b

y em

ail

or S

MS

THINKING

Hap

py

Angr

y, d

isap

poin

ted,

fr

etfu

l, sc

ared

, wor

ried

, sh

aken

, inq

uisi

tive,

qu

estio

ning

Conc

erne

d, d

eman

ding

, ho

stile

, rel

ieve

d, v

alid

ated

Reas

sure

d, c

omfo

rted

Impa

tient

, con

cern

ed

Frus

trat

ed, i

mpa

tient

, de

man

ding

, unr

easo

nabl

e,

conf

used

Repo

rt to

Vill

age

Offi

ce

Chec

k in

at V

illag

e

DOING

Cust

omer

wal

king

alo

ng

foot

path

Trip

s w

ith w

alke

r on

rai

sed

foot

path

Repo

rt in

per

son

at fr

ont

coun

ter

Advi

sed

CRM

#

Wai

t for

foot

path

to b

e fix

ed

Com

e to

fron

t cou

nter

to

chec

k pr

ogre

ss

Phon

es C

ounc

il

Phon

e fo

r an

upd

ate

PEOPLE

Retir

emen

t Vill

age

staff

, CS

O’s,

Dep

ot

Dep

ot A

dmin

, Dep

ot

Supe

rvis

or, P

rocu

rem

ent

RV S

taff

, CSO

’s, D

epot

Ad

min

THINGS

Out

look

, CRM

, Pho

nes

Soci

al m

edia

Phon

e, C

RM, V

ehic

les,

Ph

otos

Phon

e, C

RM

INSIGHTS

Wai

ting

can

be a

res

ult o

f no

t bei

ng a

ble

to fi

nd is

sue

or c

onta

ct c

usto

mer

CSO

’s co

nfirm

pho

ne #

on

rec

ord,

som

e ad

d to

de

scri

ptio

n

RV S

taff

log

asst

aff r

ecor

d,

not r

esid

ent -

no

cont

at

deta

ils

Som

e in

cons

iste

ncie

s in

ho

w r

ecor

d is

logg

ed in

CR

M

Pers

on r

epor

ting

is n

ot

alw

ays

the

resi

dent

of t

he

prop

erty

Lang

uage

bar

rier

s ca

n im

pact

at t

imes

35

Customer Journey Map 3 – Missed Bin Mum with twins under 2, who are teething and a FIFO husband. Nappies in bin, hot weather, flys, smell - missed her bin only.

INNOVATE

Prov

ide

info

on

web

site

- w

ho to

ca

ll, ti

mef

ram

es,

wha

t to

expe

ct

Incl

ude

info

on

frid

ge m

agne

t for

m

isse

d bi

ns

Incl

ude

1300

#

on b

in

Cons

ider

pol

icy

&

com

m r

e ta

king

bi

n ba

ck in

ove

r w

eeke

nd

Relie

ved,

than

kful

, su

rpri

sed,

hap

py

THINKING

Tire

d, s

tres

sed,

fe

d up

Tire

d, fr

ustr

ated

, an

xiou

s, h

ot &

sw

eaty

, hur

ried

Curi

ous,

fr

ustr

ated

, co

nfus

ed, n

ause

as

Angr

y, fr

ustr

ated

, fe

els

pick

ed o

n,

stre

ssed

Rope

able

, nu

clea

ry, a

ngry

, em

otio

nal,

stre

ssed

Rush

ed, s

tres

sed,

fr

ustr

ated

Anno

yed,

fr

ustr

ated

Gen

eral

ly o

k, m

ay

be fr

ustr

ated

Frus

trat

ed

anno

yed

Frus

trat

ed,

inco

nven

ienc

ed

Irat

e, a

ngry

, qu

estio

ning

, pa

ssio

nate

to th

eir

caus

e!

Vind

icat

ed,

satis

fied,

ven

ting

Fum

ing,

ran

ty,

angr

y, h

ot, t

ired

Som

ewha

t fo

rgot

ten,

di

stra

cted

, ang

er

ease

d off

Anno

yed

Forg

otte

n,

antic

ipat

ion,

w

atch

ful

Hes

itant

, pr

epar

ing

hers

elf

Relie

ved

Relie

ved

Acce

ptan

ce, s

till

anno

yed,

as

expe

cted

Ring

s th

e co

unci

l

Advi

sed

hand

led

by c

ontr

acto

r an

d ca

ll is

tran

sfer

red

If be

fore

11a

m -

advs

ied

to le

ave

bin

out &

will

co

llect

sam

e da

y

Book

a ti

me

with

a

trai

ner

DOING

Colle

cts

bags

and

ru

bbis

h &

put

s in

bin

Whe

el b

in to

the

verg

e th

e ni

ght

befo

re

Goe

s to

bri

ng b

in

in, d

isco

vers

its

still

full

Look

s do

wn

to

the

stre

et to

ch

eck

othe

rs a

re

colle

cted

Onl

y he

rs n

ot

colle

cted

, sw

ears

, ki

cks

the

bin

Goe

s in

side

and

lo

oks

for

phon

e nu

mbe

r

Ring

s th

e co

ntra

ctor

Spea

ks to

Cl

eana

way

Adm

in

Offi

cer

& e

xpla

ins

situ

atio

n

Prov

ide

addr

ess

and

deta

ils

If Fr

iday

- ad

vise

d to

bri

ng b

in b

ack

in &

rep

lace

by

6am

Mon

day

Post

s on

soc

ial

med

ia /

calls

hu

sban

d to

co

mpl

ain

Brin

gs b

in b

ack

in

Wai

ts fo

r w

eeke

nd, a

dds

to

the

rubb

ish

Whe

els

bin

back

to

the

verg

e

Leav

es b

in o

ut &

w

aits

for

colle

ctio

n

Retu

rns

to c

heck

bi

n is

em

pty

Dis

cove

rs b

in h

as

been

em

ptie

d

Whe

els

bin

back

up

dri

vew

ay

If af

ter

11am

- ad

vise

d to

leav

e bi

n ou

t & w

ill

colle

ct n

ext d

ay

PEOPLE

Cont

ract

or, C

SO’s

CSO

Cont

ract

or A

dmin

Cont

ract

or A

dmin

, D

rive

r

THINGS Bin

Bin

Phon

e, m

agne

t, w

ebsi

te

Phon

e

Phon

e

Clea

naw

ay

Syst

em, P

hone

Clea

naw

ay

Syst

em, P

hone

, Tr

acki

ng

Soci

al m

edia

Bin

Bin Bin

Bin

INSIGHTS

Live

trac

king

&

tech

nolo

gy

wou

ld im

prov

e m

onito

ring

How

initi

al c

all i

s ha

ndle

d pl

ays

a bi

g pa

rt in

how

the

cust

omer

feel

s

36

Customer Journey Map 3 – Missed Bin Mum with twins under 2, who are teething and a FIFO husband. Nappies in

Prov

ide

addr

ess

Frus

trat

ed,

an

d de

tails

inco

nven

ienc

ed

If af

ter

11am

- If

Frid

ay -

advi

sed

If be

fore

11a

m -

Irat

e, a

ngry

, Co

nsid

er p

olic

y &

Cl

eana

way

Ac

cept

ance

, stil

l Co

ntra

ctor

Adm

in,

advi

sed

to le

ave

to b

ring

bin

bac

k ad

vsie

d to

leav

e qu

estio

ning

, Re

lieve

d, th

ankf

ul,

com

m r

e ta

king

Sy

stem

, Pho

ne,

anno

yed,

as

Dri

ver

bin

out &

will

in

& r

epla

ce b

y bi

n ou

t & w

ill

pass

iona

te to

thei

r su

rpri

sed,

hap

pybi

n ba

ck in

ove

r Tr

acki

ngex

pect

edbin, hot weather, flys, smell - missed her bin only.

colle

ct n

ext d

ay6a

m M

onda

yco

llect

sam

e da

yca

use!

wee

kend

Post

s on

soc

ial

med

ia /

calls

Vi

ndic

ated

, So

cial

med

iahu

sban

d to

sa

tisfie

d, v

entin

gco

mpl

ain

Fum

ing,

ran

ty,

Bin

Brin

gs b

in b

ack

inan

gry,

hot

, tir

ed

Som

ewha

t W

aits

for

forg

otte

n,

wee

kend

, add

s to

di

stra

cted

, ang

er

the

rubb

ish

ease

d off

Whe

els

bin

back

to

Bin

Anno

yed

the

verg

e

Forg

otte

n,

Leav

es b

in o

ut &

an

ticip

atio

n,

wai

ts fo

r co

llect

ion

wat

chfu

l

Retu

rns

to c

heck

H

esita

nt,

bin

is e

mpt

ypr

epar

ing

hers

elf

Dis

cove

rs b

in h

as

Book

a ti

me

with

a

Bin

Re

lieve

dbe

en e

mpt

ied

trai

ner

Whe

els

bin

back

Bi

nRe

lieve

dup

dri

vew

ay

INNOVATE

Prov

ide

info

on

web

site

- w

ho to

ca

ll, ti

mef

ram

es,

wha

t to

expe

ct

Incl

ude

info

on

frid

ge m

agne

t for

m

isse

d bi

ns

Incl

ude

1300

#

on b

in

THINKING

Tire

d, s

tres

sed,

fe

d up

Tire

d, fr

ustr

ated

, an

xiou

s, h

ot &

sw

eaty

, hur

ried

Curi

ous,

fr

ustr

ated

, co

nfus

ed, n

ause

as

Angr

y, fr

ustr

ated

, fe

els

pick

ed o

n,

stre

ssed

Rope

able

, nu

clea

ry, a

ngry

, em

otio

nal,

stre

ssed

Rush

ed, s

tres

sed,

fr

ustr

ated

Anno

yed,

fr

ustr

ated

Gen

eral

ly o

k, m

ay

be fr

ustr

ated

Frus

trat

ed

anno

yed

Ring

s th

e co

unci

l

Advi

sed

hand

led

by c

ontr

acto

r an

d ca

ll is

tran

sfer

red

DOING

Colle

cts

bags

and

ru

bbis

h &

put

s in

bin

Whe

el b

in to

the

verg

e th

e ni

ght

befo

re

Goe

s to

bri

ng b

in

in, d

isco

vers

its

still

full

Look

s do

wn

to

the

stre

et to

ch

eck

othe

rs a

re

colle

cted

Onl

y he

rs n

ot

colle

cted

, sw

ears

, ki

cks

the

bin

Goe

s in

side

and

lo

oks

for

phon

e nu

mbe

r

Ring

s th

e co

ntra

ctor

Spea

ks to

Cl

eana

way

Adm

in

Offi

cer

& e

xpla

ins

situ

atio

n

PEOPLE

Cont

ract

or, C

SO’s

CSO

Cont

ract

or A

dmin

THINGS Bin

Bin

Phon

e, m

agne

t, w

ebsi

te

Phon

e

Phon

e

Clea

naw

ay

Syst

em, P

hone

INSIGHTS

Live

trac

king

&

tech

nolo

gy

wou

ld im

prov

e m

onito

ring

How

initi

al c

all i

s ha

ndle

d pl

ays

a bi

g pa

rt in

how

the

cust

omer

feel

s

37

Customer Journey Map 4 – Facility BookingBooking a hall for community group for a function with food, and tea made and alcohol served on the premises.

INNOVATE

Off

er a

gra

nt

appl

icat

ion

for

the

even

t

Off

er fo

r th

em to

at

tend

a fr

ee e

vent

m

anag

emen

t wor

ksho

p

Hav

e st

aff ta

lk th

roug

h th

e pr

oces

s

Hol

d w

orks

hops

dur

ing

the

even

ing

or o

ffer

vi

deo

tuto

rial

s

Off

er a

tool

kit,

wor

ksho

ps,

educ

atio

n se

ssio

ns, o

ffer

th

ese

afte

r ho

urs

Tailo

r th

e Ev

ents

Info

Br

ochu

re a

nd P

ack

to

diff

eren

t eve

nt ty

pes

Off

er m

ore

info

on

faci

litie

s,

capa

city

, and

tailo

red

onlin

e fo

rms

for

each

Swip

e ke

ys w

ith s

et

acce

ss fo

r th

at fa

cilit

y an

d ar

eas

book

ed

THINKING

Exci

ted,

kee

n,

optim

istic

, mot

ivat

ed,

eage

r

Hap

py

Ove

rwhe

lmed

, ap

preh

ensi

ve

Dau

nted

, con

fuse

d,

open

-min

ded

Rene

wed

ent

husi

asm

Posi

tive,

rea

ffirm

s ex

cite

men

t

Posi

tive,

rea

ffirm

s,

exci

tem

ent

Hap

py

Frus

trat

ion

cree

ps in

, ov

erw

helm

ed, c

onfu

sed,

ge

ttin

g ha

rder

Hap

py, r

elie

ved

that

th

ere

is p

rogr

ess

Ok,

it’s

as e

xpec

ted

Ok,

it’s

as e

xpec

ted

Frus

trat

ed, t

houg

ht it

w

as d

one,

con

fuse

d,

nega

tive

Ove

rwhe

lmed

, ang

er

cree

ping

in

Unc

erta

in, h

opef

ul,

appr

ehen

sion

, war

y

Tim

e to

bre

athe

, un

cert

aint

y

Relie

ved,

hap

py

Hap

py, n

ervo

us a

bout

ev

ent

Anxi

ous,

str

esse

d,

angs

t, an

ger,

frus

trat

ion

Frus

trat

ed, h

opel

ess,

fe

arfu

l, st

ress

ed

Relie

f but

stil

l fr

ustr

ated

Frus

trat

ion,

agn

er,

stre

ssed

, anx

ious

Ove

rwhe

lmin

g re

lief

Exci

ted,

hap

py

Stre

ssed

, rus

hed,

tire

d

Relie

f, ex

haus

tion

Tire

d, e

xhau

sted

, re

lieve

d

Tire

d, d

rain

ed

Anno

yed

Anno

yed,

frus

trat

ed,

angr

y

Relie

f, gl

ad th

at it

’s ov

er, n

on-p

luss

ed,

unaw

are

Cont

act v

ia p

hone

to

mak

e en

quir

y

Liai

se w

ith 3

rd P

artie

s (e

g Li

quor

Lic

ense

)

Pay

invo

ice

by p

hone

(c

redi

t car

d)

Rece

ive

inst

ruct

ions

- tim

e, p

lace

DOING

Go

oniln

e to

res

each

Wal

k in

to D

ariu

s W

ells

or

Adm

in

Enga

ge w

ith C

ouns

il &

re

ceiv

e fo

rms

Cons

ider

info

rmat

ion

Revi

ew th

e ve

nue

onlin

e

Arra

nge

a tim

e to

in

spec

t

Visi

t ven

ue

Furt

her

cons

ider

the

venu

e

Com

plet

e Bo

okin

g Ap

plic

atio

n

Rece

ipt o

f App

licat

ion

Confi

rmat

ion

& to

ld

spac

e ‘re

serv

ed’

Rece

ive

invo

ice

(par

t pa

ymen

t or

full)

Pay

in p

erso

n at

Co

mm

unity

Cen

tre

Rece

ive

requ

est f

or

furt

her

info

rmat

ion

Gat

her

requ

este

d in

form

atio

n

Resu

bmit

requ

este

d in

form

atio

n

Awai

t con

firm

atio

n (u

p to

2 w

eeks

)

Rece

ive

confi

rmat

ion

even

t app

rove

d

Pick

up

keys

and

co

nfirm

acc

ess

Dis

cove

r is

sue:

ent

ry,

alar

m, m

aint

enan

ce

Call

Insi

ght t

o re

port

th

e is

sue

Rece

ive

a ca

ll ba

ck

from

City

Ass

ist

Wai

t for

att

enda

nce

City

Ass

ist r

esol

ves

issu

es

Hav

e ev

ent

Clea

n up

Secu

re b

ulid

ing

Rem

ove

rubb

ish

Retu

rn k

eys

to s

ame

venu

e co

llect

ed fr

om

Send

em

ail t

o re

ques

t re

turn

of b

ond

Wai

t for

bon

d to

be

refu

nded

(2-3

wee

ks)

Rece

ive

fund

s

Onl

ine

enqu

iry

Pay

by E

FT o

r Bp

ay

onlin

e

PEOPLE

Cust

omer

Ser

vice

, Fa

cilit

y Bo

okin

gs

Faci

lity

Book

ings

Faci

lity

Book

ings

Faci

lity

Book

ings

Faci

lity

Book

ings

Faci

lity

Book

ings

, Fi

nanc

e

Cust

omer

Ser

vice

, Fa

cilit

y Bo

okin

gs,

Fina

nce

Faci

lity

Book

ing

or O

Te

am

Faci

lity

Book

ing

or O

Te

am

Faci

lity

Book

ing

or

Hea

lth

Recq

uatic

CSO

Insi

ght

City

Ass

ist O

ffice

r

City

Ass

ist O

ffice

r, ex

tern

al c

ontr

acto

r

Recq

uatic

CSO

Faci

lity

Book

ings

Fina

nce

THINGS

Web

site

Call

Cent

re

Info

Pac

k, L

INKS

, For

ms

Venu

e

Auto

-gen

erat

ed e

mai

l th

roug

h LI

NKS

LIN

KS, A

utho

rity

, O

utlo

ok

Call

Cent

re, W

ebsi

te,

LIN

KS, A

utho

rity

Out

look

Out

look

Out

look

Venu

e, k

eys,

labe

l

Insi

ght C

all C

entr

e,

Out

look

Mob

ile, O

utlo

ok

Keys

, sw

ipe

card

, m

obile

Venu

e ke

ys

Out

look

, Bon

d Re

ques

t Fo

rm

Auth

ority

, Tru

st

Regi

ster

INSIGHTS

Vibr

ancy

, com

mun

ity,

enha

ncin

g lif

esty

le

Soci

al c

onne

ctio

n,

finan

cial

ben

efit

Show

casi

ng v

enue

s

Patr

ons

and

com

mun

ity

real

ly e

ngag

e an

d en

joy

the

even

ts

Mak

e it

hard

! It’

s a

proc

ess

not t

arge

ted

at

the

publ

ic

Shou

ldn’

t nee

d an

ev

ents

deg

ree

to d

o th

is

You

expe

ct it

to b

e th

is

com

plex

whe

n yo

u w

ork

here

Relu

ctan

t to

run

anot

her

even

t

Even

t boo

king

s m

ay

not g

ener

ate

retu

rn

book

ings

Repu

tatio

nal i

mpa

cts

to th

e or

gani

sers

and

co

mm

ittee

38

Customer Journey Map 4 – Facility BookingBooking a hall for community group for a function with food, and tea made a

Awai

t con

firm

atio

n (u

p Ti

me

to b

reat

he,

to 2

wee

ks)

unce

rtai

nty

Faci

lity

Book

ing

or

Rece

ive

confi

rmat

ion

Rece

ive

inst

ruct

ions

- O

utlo

okRe

lieve

d, h

appy

Hea

lthev

ent a

ppro

ved

time,

pla

ce

Pick

up

keys

and

H

appy

, ner

vous

abo

ut

Venu

e, k

eys,

labe

lRe

cqua

tic C

SOco

nfirm

acc

ess

even

t

Anxi

ous,

str

esse

d,

Swip

e ke

ys w

ith s

et

nd alcohol servedD

isco

ver

issu

e: e

ntry

, on the premises.

angs

t, an

ger,

acce

ss fo

r th

at fa

cilit

y al

arm

, mai

nten

ance

frus

trat

ion

and

area

s bo

oked

Insi

ght C

all C

entr

e,

Call

Insi

ght t

o re

port

Fr

ustr

ated

, hop

eles

s,

Insi

ght

Out

look

the

issu

efe

arfu

l, st

ress

ed

Rece

ive

a ca

ll ba

ck

Relie

f but

stil

l M

obile

, Out

look

City

Ass

ist O

ffice

rfr

om C

ity A

ssis

tfr

ustr

ated

Frus

trat

ion,

agn

er,

Wai

t for

att

enda

nce

stre

ssed

, anx

ious

Keys

, sw

ipe

card

, Ci

ty A

ssis

t Offi

cer,

City

Ass

ist r

esol

ves

Ove

rwhe

lmin

g re

lief

mob

ileex

tern

al c

ontr

acto

ris

sues

Hav

e ev

ent

Exci

ted,

hap

py

Clea

n up

Stre

ssed

, rus

hed,

tire

d

Secu

re b

ulid

ing

Relie

f, ex

haus

tion

Tire

d, e

xhau

sted

, Re

mov

e ru

bbis

hre

lieve

d

Retu

rn k

eys

to s

ame

Venu

e ke

ysRe

cqua

tic C

SOTi

red,

dra

ined

venu

e co

llect

ed fr

om

Out

look

, Bon

d Re

ques

t Se

nd e

mai

l to

requ

est

Faci

lity

Book

ings

Anno

yed

Form

retu

rn o

f bon

d

Auth

ority

, Tru

st

Wai

t for

bon

d to

be

Anno

yed,

frus

trat

ed,

Fina

nce

Regi

ster

refu

nded

(2-3

wee

ks)

angr

y

Relie

f, gl

ad th

at it

’s Re

ceiv

e fu

nds

over

, non

-plu

ssed

, un

awar

e

INNOVATE

Off

er a

gra

nt

appl

icat

ion

for

the

even

t

Off

er fo

r th

em to

at

tend

a fr

ee e

vent

m

anag

emen

t wor

ksho

p

Hav

e st

aff ta

lk th

roug

h th

e pr

oces

s

Hol

d w

orks

hops

dur

ing

the

even

ing

or o

ffer

vi

deo

tuto

rial

s

Off

er a

tool

kit,

wor

ksho

ps,

educ

atio

n se

ssio

ns, o

ffer

th

ese

afte

r ho

urs

Tailo

r th

e Ev

ents

Info

Br

ochu

re a

nd P

ack

to

diff

eren

t eve

nt ty

pes

Off

er m

ore

info

on

faci

litie

s,

capa

city

, and

tailo

red

onlin

e fo

rms

for

each

THINKING

Exci

ted,

kee

n,

optim

istic

, mot

ivat

ed,

eage

r

Hap

py

Ove

rwhe

lmed

, ap

preh

ensi

ve

Dau

nted

, con

fuse

d,

open

-min

ded

Rene

wed

ent

husi

asm

Posi

tive,

rea

ffirm

s ex

cite

men

t

Posi

tive,

rea

ffirm

s,

exci

tem

ent

Hap

py

Frus

trat

ion

cree

ps in

, ov

erw

helm

ed, c

onfu

sed,

ge

ttin

g ha

rder

Hap

py, r

elie

ved

that

th

ere

is p

rogr

ess

Ok,

it’s

as e

xpec

ted

Ok,

it’s

as e

xpec

ted

Frus

trat

ed, t

houg

ht it

w

as d

one,

con

fuse

d,

nega

tive

Ove

rwhe

lmed

, ang

er

cree

ping

in

Unc

erta

in, h

opef

ul,

appr

ehen

sion

, war

y

Cont

act v

ia p

hone

to

mak

e en

quir

y

Liai

se w

ith 3

rd P

artie

s (e

g Li

quor

Lic

ense

)

Pay

invo

ice

by p

hone

(c

redi

t car

d)

DOING

Go

oniln

e to

res

each

Wal

k in

to D

ariu

s W

ells

or

Adm

in

Enga

ge w

ith C

ouns

il &

re

ceiv

e fo

rms

Cons

ider

info

rmat

ion

Revi

ew th

e ve

nue

onlin

e

Arra

nge

a tim

e to

in

spec

t

Visi

t ven

ue

Furt

her

cons

ider

the

venu

e

Com

plet

e Bo

okin

g Ap

plic

atio

n

Rece

ipt o

f App

licat

ion

Confi

rmat

ion

& to

ld

spac

e ‘re

serv

ed’

Rece

ive

invo

ice

(par

t pa

ymen

t or

full)

Pay

in p

erso

n at

Co

mm

unity

Cen

tre

Rece

ive

requ

est f

or

furt

her

info

rmat

ion

Gat

her

requ

este

d in

form

atio

n

Resu

bmit

requ

este

d in

form

atio

n

Onl

ine

enqu

iry

Pay

by E

FT o

r Bp

ay

onlin

e

PEOPLE

Cust

omer

Ser

vice

, Fa

cilit

y Bo

okin

gs

Faci

lity

Book

ings

Faci

lity

Book

ings

Faci

lity

Book

ings

Faci

lity

Book

ings

Faci

lity

Book

ings

, Fi

nanc

e

Cust

omer

Ser

vice

, Fa

cilit

y Bo

okin

gs,

Fina

nce

Faci

lity

Book

ing

or O

Te

am

Faci

lity

Book

ing

or O

Te

am

THINGS

Web

site

Call

Cent

re

Info

Pac

k, L

INKS

, For

ms

Venu

e

Auto

-gen

erat

ed e

mai

l th

roug

h LI

NKS

LIN

KS, A

utho

rity

, O

utlo

ok

Call

Cent

re, W

ebsi

te,

LIN

KS, A

utho

rity

Out

look

Out

look

INSIGHTS

Vibr

ancy

, com

mun

ity,

enha

ncin

g lif

esty

le

Soci

al c

onne

ctio

n,

finan

cial

ben

efit

Show

casi

ng v

enue

s

Patr

ons

and

com

mun

ity

real

ly e

ngag

e an

d en

joy

the

even

ts

Mak

e it

hard

! It’

s a

proc

ess

not t

arge

ted

at

the

publ

ic

Shou

ldn’

t nee

d an

ev

ents

deg

ree

to d

o th

is

You

expe

ct it

to b

e th

is

com

plex

whe

n yo

u w

ork

here

Relu

ctan

t to

run

anot

her

even

t

Even

t boo

king

s m

ay

not g

ener

ate

retu

rn

book

ings

Repu

tatio

nal i

mpa

cts

to th

e or

gani

sers

and

co

mm

ittee

39

Customer Journey Map 5 – Recquatic UsageFamily wanting to explore what the facility offers, in particular what kids could do over school holidays.

INNOVATE

Off

er m

ore

onlin

e op

tions

to

chec

k av

aila

bilit

y

Prov

ide

mor

e in

form

atio

n on

line

Allo

w fo

r on

line

regi

stra

tion

Educ

ate

optio

ns

for

carp

arki

ng

and

late

ent

ry

Map

s w

ith

over

flow

par

ks,

educ

ate

staff

w

here

to p

ark

Prov

ide

self

scan

ning

opt

ions

to

sav

e tim

e

Anxi

ous,

con

fuse

d,

unsu

re w

hat t

o do

nex

t

THINKING

Mot

ivat

ed, o

verw

helm

ed,

conf

used

, anx

ious

, exc

ited

Sett

led,

kno

wle

dgea

ble,

sa

tisfie

d, a

nxio

us, c

onfu

sed,

tim

e co

nsum

ing,

frus

trat

ed,

exci

ted,

mot

ivat

ed

Satis

fied,

mot

ivat

ed, e

xcite

d to

st

art,

eage

r, co

nten

t

Conf

used

, ove

rwhe

lmed

, ex

cite

d, a

ffirm

ed

Hop

eful

, eag

er, c

alm

, rel

ieve

d,

anxi

ous,

ann

oyed

that

I ha

d to

cal

l

Eage

r, ex

cite

d, r

arin

g to

go,

m

otiv

ated

, ann

oyed

I ha

d to

go

in

Resi

gned

, ann

oyed

, fru

stra

ted,

po

sitiv

e, e

xcite

d m

otiv

ated

Read

y to

giv

e up

, ann

oyed

, fr

ustr

ated

, hap

py to

rec

eive

on

e ca

ll bu

t fru

stra

ted

with

re

peat

cal

ls

Posi

tive,

em

pow

ered

, de

term

ined

, mot

ivat

ed, a

nxio

us

Anxi

ous,

com

mitt

ed, n

eutr

al,

regr

et, a

nnoy

ed

Goo

d, p

ositi

ve, s

ecur

e, c

urio

us

Neu

tral

Fun,

exc

ited,

mot

ivat

ed

Curi

ous,

exc

ited,

hop

eful

, ove

rly

optim

istic

, det

erm

ined

, ins

pire

d

Exci

ted,

con

fiden

t, pr

oud

of

mys

elf,

delu

sion

al

Com

mitt

ed, r

ealit

y, a

ccou

ntab

le

Auth

orat

ive,

org

anis

ed, r

elie

ved

Scar

ed, o

ptim

istic

, unr

ealis

tic,

anxi

ous,

ner

vous

, sen

se o

f ac

hiev

emen

t, m

otiv

ated

, de

term

ined

Relie

ved,

ner

vous

, neu

tral

, ha

ppy,

ann

oyed

Anny

ed, n

ervo

us, f

rust

rate

d

Anno

yed,

frus

trat

ed, r

ushe

d,

stre

ssed

, hap

py

Anxi

ous,

frus

trat

ed, a

nnoy

ed,

rush

ed, f

rant

ic

Irat

e, d

isap

poin

ted,

frus

trat

ed,

dem

otiv

ated

, tra

umat

ic

Rush

ed, s

tres

sed,

em

otio

nal,

nerv

ous,

anx

ious

, rel

ieve

d

Neu

tral

Flus

tere

d, r

ushe

d, h

appy

, cu

riou

s, g

rate

ful

Hur

ried

, rus

hed,

rea

dy to

go,

se

ttle

d, a

ntic

ipat

ion,

ner

vous

, un

cert

ain,

why

did

I do

this

?

Why

?, F

un, e

xcite

d, e

nthu

sias

tic,

posi

tive,

hap

py

Mot

ivat

ed, c

onte

nt, r

elie

ved,

po

sitiv

e, in

spir

ed,

Accc

ompl

ishm

ent,

prou

d,

anni

hila

ted,

exh

aust

ed, n

ause

as

Exci

ted,

rel

ieve

d, h

ungr

y,

stre

ssed

Dri

ve a

roun

d an

d dr

op in

Rece

ive

timet

able

an

d in

form

atio

n fly

er

Und

erta

ke fr

ee

tria

l

Rece

ive

follo

w u

p ca

lls to

free

tria

l

Set u

p D

irec

t D

ebit

at v

enue

(M

embe

rshi

p)

Rece

ive

emai

l &

SM

S fr

om D

D

Prov

ider

Rece

ive

DD

T&

C’s

by e

mai

l

Book

a ti

me

with

a

trai

ner

Rece

ive

band

, ca

rd, t

icke

t (c

réch

e)

Dro

p ch

ildre

n to

cré

che

and

sign

in

Asse

ssm

ent w

ith

a tr

aine

r

Rebo

ok in

to

a pr

ogra

mm

e (R

ecep

tion)

Go

to a

noth

er

area

of c

entr

e

DOING

Sear

ch o

nlin

e fo

r se

rvic

e

Acce

ss w

ebsi

te fo

r m

ore

info

rmat

ion

- $,

times

, etc

.

Det

erm

ine

happ

y w

ith p

rice

and

tim

etab

le

Refe

r to

soc

ial

med

ia fo

r re

ferr

als,

th

ough

ts fr

om

frie

nds

Call

venu

e to

che

ck

avai

labi

lity

Atte

nd v

enue

and

sp

eak

to s

taff

Com

plet

e re

gist

ratio

n pa

pers

Mak

e de

cisi

on to

join

Pay

at v

enue

by

cred

it ca

rd o

r ca

sh

Rece

ive

T&C,

Ti

met

able

, M

embe

rshi

p in

fo

& C

ard

Rece

ive

emai

l co

nfirm

atio

n -

swim

min

g, te

rm, s

taff

mem

ber

Purc

hase

wor

k ou

t eq

uipm

ent

Look

at t

imet

able

on

web

site

Tell

fam

ily a

nd

frie

nds

Arra

nge

time

to

atte

nd w

ith fr

iend

s

Sche

dule

tim

e in

ca

lend

ar

Dec

line

sess

ion

with

a

trai

ner

Com

plet

e cr

éche

ap

plic

atio

n fo

rm

Book

into

cré

che

- by

phon

e, in

per

son

(at

créc

he)

Find

a c

arpa

rk

Scan

into

the

cent

re

and

sele

ct a

rea

Dec

lined

ent

ry -

late

or

full

Go

to c

hang

e ro

oms

/ w

ater

sta

tion

Chec

k no

ticeb

oard

fo

r te

ache

r an

d ar

ea

Go

to d

esir

ed a

rea

Atte

nd a

cla

ss

Show

er a

nd c

hang

e

Exit

& r

etur

n to

car

Com

plet

e cr

éche

ap

plic

atio

n fo

rm

Pay

by p

hone

with

cr

edit

card

(Sw

im o

r Te

rm p

rogr

amm

e)

Go

to e

quip

men

t or

poo

l

Go

to c

afé

Colle

ct

child

ren

from

cré

che

& s

ign

out

PEOPLE

Recq

uatic

CSO

or

Sup

ervi

sor

Recq

uatic

CSO

or

Sup

ervi

sor

CSO

, Sup

ervi

sor,

Créc

he

CSO

, Sup

ervi

sor,

Dut

y M

anag

er,

Gym

CSO

, Sup

ervi

sor,

Dut

y M

anag

er,

Gym

CSO

, Sup

ervi

sor,

Dut

y M

anag

er

Pro

Shop

sta

ff

CSO

, Sup

ervi

sor,

Dut

y M

anag

er,

Gym

Créc

he s

taff

CSO

, Fro

nt

Coun

ter

CSO

, Fro

nt

Coun

ter

Créc

he s

taff

Swim

Sch

ool

staff

Gym

sta

ff, A

ll st

aff, i

nstr

ucto

rs

CSO

, Fro

nt

Coun

ter

Café

, cré

che

staff

THINGS

Goo

gle

Recq

uatic

web

site

Recq

uatic

web

site

Soci

al m

edia

Phon

e sy

stem

, LIN

KS,

QU

IKKI

DS

LIN

KS, O

utlo

ok, F

lyer

s,

Broc

hure

s

LIN

KS, P

asse

s, F

orm

s,

Exce

l, Co

mpu

ters

LIN

KS, M

embe

rshi

p Fo

rms,

Tim

etab

le, E

FTPO

S m

achi

ne, C

ash

Regi

ster

, D

ebit

Succ

ess

Port

al

Card

Mac

hine

, LIN

KS,

Form

s

LIN

KS, O

utlo

ok

Pro

Shop

item

s, b

athe

rs

Recq

uatic

web

site

Book

ing

file,

app

oint

men

t ca

rd

Enro

llmen

t for

m

Scan

ner,

Mem

bers

hip

card

s, L

INKS

, EFT

POS,

till,

tic

kets

LIN

KS, C

ards

, Wri

stba

nds

Sign

in s

heet

, Exc

el, c

ards

Chan

ge r

oom

s, w

ater

di

spen

ser

Not

iceb

oard

, pri

nter

, M

icro

soft

Wor

d, la

min

ator

Entir

e fa

cilit

y

Entir

e fa

cilit

y

LIN

KS, B

ooki

ng fo

lder

, FO

RMs,

Cas

h, T

ill, E

FTPO

S

Entir

e fa

cilit

y

INSIGHTS

Car

park

que

ues,

w

aitin

g

Lots

of t

hing

s th

ey

can’

t do

onlin

e

Tim

e re

stri

cted

Lack

of a

vaila

bilit

y

40

Customer Journey Map 5 – Recquatic UsageFamily wanting to explore what the facility offers, in particular what kids could d

Arra

nge

time

to

Com

mitt

ed, r

ealit

y, a

ccou

ntab

leat

tend

with

frie

nds

Sche

dule

tim

e in

Au

thor

ativ

e, o

rgan

ised

, rel

ieve

dca

lend

ar

Scar

ed, o

ptim

istic

, unr

ealis

tic,

Dec

line

sess

ion

with

Bo

ok a

tim

e w

ith

anxi

ous,

ner

vous

, sen

se o

f

a

trai

ner

a tr

aine

rac

hiev

emen

t, m

otiv

ated

, de

term

ined

o over school holidays.CS

O, S

uper

viso

r,

Book

ing

file,

app

oint

men

t Co

mpl

ete

créc

he

Relie

ved,

ner

vous

, neu

tral

, D

uty

Man

ager

, ca

rdap

plic

atio

n fo

rmha

ppy,

ann

oyed

G

ym

Book

into

cré

che

- by

Enro

llmen

t for

mCr

éche

sta

ffph

one,

in p

erso

n (a

t An

nyed

, ner

vous

, fru

stra

ted

créc

he)

Map

s w

ith

Anno

yed,

frus

trat

ed, r

ushe

d,

over

flow

par

ks,

Fi

nd a

car

park

stre

ssed

, hap

pyed

ucat

e st

aff

whe

re to

par

k

Scan

ner,

Mem

bers

hip

Prov

ide

self

CSO

, Fro

nt

Scan

into

the

cent

re

Anxi

ous,

frus

trat

ed, a

nnoy

ed,

card

s, L

INKS

, EFT

POS,

till,

sc

anni

ng o

ptio

ns

Coun

ter

and

sele

ct a

rea

rush

ed, f

rant

ictic

kets

to s

ave

time

Rece

ive

band

, An

xiou

s, c

onfu

sed,

CS

O, F

ront

D

eclin

ed e

ntry

- la

te

Irat

e, d

isap

poin

ted,

frus

trat

ed,

LIN

KS, C

ards

, Wri

stba

nds

card

, tic

ket

unsu

re w

hat t

o Co

unte

ror

full

dem

otiv

ated

, tra

umat

ic(c

réch

e)do

nex

t

Dro

p ch

ildre

n Ru

shed

, str

esse

d, e

mot

iona

l, Si

gn in

she

et, E

xcel

, car

dsCr

éche

sta

ffto

cré

che

and

nerv

ous,

anx

ious

, rel

ieve

dsi

gn in

Chan

ge r

oom

s, w

ater

G

o to

cha

nge

room

s /

Neu

tral

disp

ense

rw

ater

sta

tion

Not

iceb

oard

, pri

nter

, Sw

im S

choo

l Ch

eck

notic

eboa

rd

Flus

tere

d, r

ushe

d, h

appy

, M

icro

soft

Wor

d, la

min

ator

staff

for

teac

her

and

area

curi

ous,

gra

tefu

l

Hur

ried

, rus

hed,

rea

dy to

go,

En

tire

faci

lity

Go

to d

esir

ed a

rea

sett

led,

ant

icip

atio

n, n

ervo

us,

unce

rtai

n, w

hy d

id I

do th

is?

Gym

sta

ff, A

ll G

o to

equ

ipm

ent

Asse

ssm

ent w

ith

Why

?, F

un, e

xcite

d, e

nthu

sias

tic,

Entir

e fa

cilit

yAt

tend

a c

lass

staff

, ins

truc

tors

or p

ool

a tr

aine

rpo

sitiv

e, h

appy

Rebo

ok in

to

LIN

KS, B

ooki

ng fo

lder

, CS

O, F

ront

M

otiv

ated

, con

tent

, rel

ieve

d,

a pr

ogra

mm

e FO

RMs,

Cas

h, T

ill, E

FTPO

SCo

unte

rpo

sitiv

e, in

spir

ed,

(Rec

eptio

n)

Colle

ct

Café

, cré

che

child

ren

Go

to a

noth

er

Accc

ompl

ishm

ent,

prou

d,

Entir

e fa

cilit

yG

o to

caf

éSh

ower

and

cha

nge

staff

from

cré

che

area

of c

entr

ean

nihi

late

d, e

xhau

sted

, nau

seas

& s

ign

out

Exci

ted,

rel

ieve

d, h

ungr

y,

Exit

& r

etur

n to

car

stre

ssed

INNOVATE

Off

er m

ore

onlin

e op

tions

to

chec

k av

aila

bilit

y

Prov

ide

mor

e in

form

atio

n on

line

Allo

w fo

r on

line

regi

stra

tion

Educ

ate

optio

ns

for

carp

arki

ng

and

late

ent

ry

THINKING

Mot

ivat

ed, o

verw

helm

ed,

conf

used

, anx

ious

, exc

ited

Sett

led,

kno

wle

dgea

ble,

sa

tisfie

d, a

nxio

us, c

onfu

sed,

tim

e co

nsum

ing,

frus

trat

ed,

exci

ted,

mot

ivat

ed

Satis

fied,

mot

ivat

ed, e

xcite

d to

st

art,

eage

r, co

nten

t

Conf

used

, ove

rwhe

lmed

, ex

cite

d, a

ffirm

ed

Hop

eful

, eag

er, c

alm

, rel

ieve

d,

anxi

ous,

ann

oyed

that

I ha

d to

cal

l

Eage

r, ex

cite

d, r

arin

g to

go,

m

otiv

ated

, ann

oyed

I ha

d to

go

in

Resi

gned

, ann

oyed

, fru

stra

ted,

po

sitiv

e, e

xcite

d m

otiv

ated

Read

y to

giv

e up

, ann

oyed

, fr

ustr

ated

, hap

py to

rec

eive

on

e ca

ll bu

t fru

stra

ted

with

re

peat

cal

ls

Posi

tive,

em

pow

ered

, de

term

ined

, mot

ivat

ed, a

nxio

us

Anxi

ous,

com

mitt

ed, n

eutr

al,

regr

et, a

nnoy

ed

Goo

d, p

ositi

ve, s

ecur

e, c

urio

us

Neu

tral

Fun,

exc

ited,

mot

ivat

ed

Curi

ous,

exc

ited,

hop

eful

, ove

rly

optim

istic

, det

erm

ined

, ins

pire

d

Exci

ted,

con

fiden

t, pr

oud

of

mys

elf,

delu

sion

al

Dri

ve a

roun

d an

d dr

op in

Rece

ive

timet

able

an

d in

form

atio

n fly

er

Und

erta

ke fr

ee

tria

l

Rece

ive

follo

w u

p ca

lls to

free

tria

l

Set u

p D

irec

t D

ebit

at v

enue

(M

embe

rshi

p)

Rece

ive

emai

l &

SM

S fr

om D

D

Prov

ider

Rece

ive

DD

T&

C’s

by e

mai

l

DOING

Sear

ch o

nlin

e fo

r se

rvic

e

Acce

ss w

ebsi

te fo

r m

ore

info

rmat

ion

- $,

times

, etc

.

Det

erm

ine

happ

y w

ith p

rice

and

tim

etab

le

Refe

r to

soc

ial

med

ia fo

r re

ferr

als,

th

ough

ts fr

om

frie

nds

Call

venu

e to

che

ck

avai

labi

lity

Atte

nd v

enue

and

sp

eak

to s

taff

Com

plet

e re

gist

ratio

n pa

pers

Mak

e de

cisi

on to

join

Pay

at v

enue

by

cred

it ca

rd o

r ca

sh

Rece

ive

T&C,

Ti

met

able

, M

embe

rshi

p in

fo

& C

ard

Rece

ive

emai

l co

nfirm

atio

n -

swim

min

g, te

rm, s

taff

mem

ber

Purc

hase

wor

k ou

t eq

uipm

ent

Look

at t

imet

able

on

web

site

Tell

fam

ily a

nd

frie

nds

Com

plet

e cr

éche

ap

plic

atio

n fo

rm

Pay

by p

hone

with

cr

edit

card

(Sw

im o

r Te

rm p

rogr

amm

e)

PEOPLE

Recq

uatic

CSO

or

Sup

ervi

sor

Recq

uatic

CSO

or

Sup

ervi

sor

CSO

, Sup

ervi

sor,

Créc

he

CSO

, Sup

ervi

sor,

Dut

y M

anag

er,

Gym

CSO

, Sup

ervi

sor,

Dut

y M

anag

er,

Gym

CSO

, Sup

ervi

sor,

Dut

y M

anag

er

Pro

Shop

sta

ff

THINGS

Goo

gle

Recq

uatic

web

site

Recq

uatic

web

site

Soci

al m

edia

Phon

e sy

stem

, LIN

KS,

QU

IKKI

DS

LIN

KS, O

utlo

ok, F

lyer

s,

Broc

hure

s

LIN

KS, P

asse

s, F

orm

s,

Exce

l, Co

mpu

ters

LIN

KS, M

embe

rshi

p Fo

rms,

Tim

etab

le, E

FTPO

S m

achi

ne, C

ash

Regi

ster

, D

ebit

Succ

ess

Port

al

Card

Mac

hine

, LIN

KS,

Form

s

LIN

KS, O

utlo

ok

Pro

Shop

item

s, b

athe

rs

Recq

uatic

web

site

INSIGHTS

Car

park

que

ues,

w

aitin

g

Lots

of t

hing

s th

ey

can’

t do

onlin

e

Tim

e re

stri

cted

Lack

of a

vaila

bilit

y

41

Customer Journey Map 6 – Building ApplicationExtension to an existing house where work will affect neighbouring land (close to boundary)

INNOVATE

Gre

ater

edu

catio

n at

the

star

t

Pre-

app

mee

ting

with

the

build

er

up fr

ont

Chec

klis

ts fo

r va

riou

s bu

ild ty

pes

and

enqu

irie

s

Char

ge a

fee

to fa

st tr

ack

an

appl

icat

ion

Trai

ning

and

on

site

vis

its

Tria

ge m

eetin

gs

for

big

proj

ects

w

ith d

ept.

Impr

ove

e-Se

rvic

e w

ebsi

te

Educ

ate

optio

ns

for

carp

arki

ng a

nd

late

ent

ry

Anxi

ous,

mix

ed

- dep

endi

ng o

n ne

ighb

our

Mix

ed

Mix

ed

Neu

tral

Neu

tral

THINKING

Posi

tive,

opt

imis

tic

Neu

tral

Anno

yanc

e m

ay b

e cr

eepi

ng in

Wor

ried

abo

ut ti

me

and

cost

Posi

tive,

rel

ieve

d,

grat

eful

, uns

ure

Neu

tral

Neu

tral

Hap

py, f

rust

rate

d,

angr

y, a

nnoy

ed

Neu

tral

, apo

loge

tic

May

be

gett

ing

frus

trat

ed if

tim

e is

pa

ssin

g, n

eutr

al

Anno

yed,

frus

trat

ed,

conf

used

Anno

yed,

frus

trat

ed,

conf

used

Anno

yed,

frus

trat

ed

Anno

yed,

frus

trat

ed

Hap

py, r

elie

ved

Elat

ion,

exc

item

ent

Anxi

ous,

bla

min

g,

relu

ctan

t, sc

ared

Furi

ous,

ang

ry

Furi

ous,

ang

ry, c

alm

, sc

eptic

al, c

ynic

al

Anxi

ous,

cyn

ical

, ob

ligin

g

Dep

ends

! Res

igne

d,

acce

ptin

g,

com

fort

able

, fr

ustr

ated

, rel

ieve

d th

at m

ovin

g to

a

reso

lutio

n

Lodg

e &

pay

by

eSer

vice

s w

ith

cred

it ca

rd

Rece

ive

auto

-re

spon

se a

ck

Spea

k to

ne

ighb

our

for

cons

ent

Com

plet

e BA

20

form

& g

et

neig

hbou

r to

si

gn it

Subm

it BA

20 fo

rm

Cont

inue

bui

ldin

g w

orks

Com

plet

e bu

lidin

g w

orks

Com

plet

e an

d si

gn

BA7

Form

DOING

Go

to K

win

ana

web

site

- Bu

ildin

g Se

rvic

es

Det

erm

ine

requ

irem

ents

Com

pare

in

form

atio

n w

ith

requ

irem

ents

Gat

her

any

extr

a in

form

atio

n

Call

to c

onfir

m

fees

, rig

ht d

oc,

time,

how

to

lodg

e, p

ayin

g le

vy,

invo

ice

Com

plet

e ap

plic

atio

n an

d CT

F Fo

rm

Lodg

e ap

plic

atio

n

Lodg

e &

pay

in

pers

on a

t cou

nter

- c

ash,

che

que,

cr

edit

card

Rece

ive

rece

ipt

and

smile

Awai

t res

pons

e fr

om c

ounc

il (a

ppro

x. 1

wee

k)

Advi

sed

on h

old

til

subm

itted

- fo

rmal

21

day

s, in

form

al

open

Gat

her

extr

a in

form

atio

n fo

r pa

y fe

es

Subm

it fu

rthe

r in

form

atio

n by

em

ail

Awai

t a r

espo

nse

(up

to 1

wee

k)

Rece

ive

perm

it by

em

ailw

ith

cond

ition

s

Spea

k to

ne

ighb

our

for

cons

ent

Advi

se c

lient

of

dela

y

Cont

act c

ounc

il to

co

mpl

ain

- cal

l or

emai

l

Rece

ive

phon

e ca

ll fr

om D

irec

tor

Awai

t a r

espo

nse

Rece

ive

a re

spon

se w

ith

outc

ome

- opt

ions

or

dec

isio

n st

ands

Emai

l to

cust

omer

@k,

bu

ild@

k, a

dmin

@k

Rece

ive

emai

l with

in

fo a

bout

fees

, pa

ymen

ts, i

nfo

requ

ired

Post

har

d co

py o

f ap

plic

atio

n

Rece

ive

rece

ipt b

y em

ail o

r po

st

PEOPLE

CSO

’s, B

uild

ing

Adm

in

CSO

’s, B

uild

ing

Adm

in, R

ecor

ds

CSO

’s, B

uild

ing

Adm

in

Bush

fire

Cons

ulta

nt,

Appl

ican

t, Bu

ilder

, O

wne

r, Ce

rtifi

er

Build

ing

Adm

in,

Build

ing

Supe

rvis

or

Build

ing

Supe

rvis

or

Build

ing

Adm

in

May

or, C

EO

Dir

ecto

r

Plan

ning

, Bui

ldin

g,

Envi

ronm

ent,

Dir

ecto

r, En

gine

erin

g,

May

or, C

EO

Dir

ecto

r, Pl

anni

ng,

Build

ing,

En

viro

nmen

t, En

gine

erin

g

THINGS

Kwin

ana

web

site

Com

pute

rs, p

hone

s,

Auth

ority

, CM

9,

Intr

amap

s, B

uild

ing.

com

CTF

Form

s, R

ecei

pt,

Appl

icat

ion

Form

s

Web

iste

, EFT

POS

mac

hine

, Out

look

EFTP

OS

Rece

ipt,

Out

look

, Pos

t

Out

look

, Aut

hori

ty,

CM9,

Pol

icie

s, L

DP’

s,

K: d

rive

, R-C

odes

, Ch

eckl

ists

, NCC

, Bu

ildin

g.co

m,

Intr

amap

s

Out

look

, K:d

rive

, G

ambi

t, Bl

uebe

an,

CM9,

Aut

hori

ty

Out

look

, Aut

hori

ty,

CM9,

Pol

icie

s, L

DP,

K:

driv

e, R

-cod

es,

Chec

klis

ts, N

CC,

Build

ing.

com

, In

tram

aps

Out

look

, K:d

rive

, G

ambi

t, Bl

uebe

am,

CM9,

Aut

hori

ty

Phon

e, O

utlo

ok

Phon

e

Out

look

Out

look

, Pho

ne

INSIGHTS

Whe

n su

bmitt

ed

by b

uild

er

prop

erty

ow

ner,

ofte

n no

t pro

vide

d or

lim

ited

Educ

ate

build

ers

on w

hat i

s re

quir

ed

Stor

mw

ater

ca

tchm

ent o

ften

ca

uses

del

ays

Anom

alie

s be

twee

n pr

evio

usly

ap

prov

ed &

re

subm

itted

Dis

cove

ry o

f ot

her

legi

slat

ive

requ

irem

ents

Clie

nt c

hang

es

min

d - m

ay im

pact

ap

prov

al

Pref

eren

ce fo

r co

unci

l to

deal

w

ith b

uild

er, n

ot

prop

erty

ow

ner

Not

mis

sing

info

, bu

t mor

e te

chni

cal

issu

es c

ause

de

lays

If no payment, will

If no cheque, will requestl

Cert - 10 days, Uncert - 25 days

42

Customer Journey Map 6 – Building ApplicationExtension to an existing house where work will affect neighbouring land (close to boundary)

INNOVATE

Gre

ater

edu

catio

n at

the

star

t

Pre-

app

mee

ting

with

the

build

er

up fr

ont

Chec

klis

ts fo

r va

riou

s bu

ild ty

pes

and

enqu

irie

s

Char

ge a

fee

to fa

st tr

ack

an

appl

icat

ion

Trai

ning

and

on

site

vis

its

Tria

ge m

eetin

gs

for

big

proj

ects

w

ith d

ept.

Impr

ove

e-Se

rvic

e w

ebsi

te

Educ

ate

optio

ns

for

carp

arki

ng a

nd

late

ent

ry

Anxi

ous,

mix

ed

- dep

endi

ng o

n ne

ighb

our

Mix

ed

Mix

ed

Neu

tral

Neu

tral

Anno

yed,

frus

trat

ed,

conf

used

Anno

yed,

frus

trat

ed,

conf

used

Anno

yed,

frus

trat

ed

Anno

yed,

frus

trat

ed

Hap

py, r

elie

ved

Elat

ion,

exc

item

ent

Anxi

ous,

bla

min

g,

relu

ctan

t, sc

ared

Furi

ous,

ang

ry

Furi

ous,

ang

ry, c

alm

, sc

eptic

al, c

ynic

al

Anxi

ous,

cyn

ical

, ob

ligin

g

Dep

ends

! Res

igne

d,

acce

ptin

g,

com

fort

able

, fr

ustr

ated

, rel

ieve

d th

at m

ovin

g to

a

reso

lutio

n

Spea

k to

ne

ighb

our

for

cons

ent

Com

plet

e BA

20

form

& g

et

neig

hbou

r to

si

gn it

Subm

it BA

20 fo

rm

Cont

inue

bui

ldin

g w

orks

Com

plet

e bu

lidin

g w

orks

Com

plet

e an

d si

gn

BA7

Form

subm

itted

- fo

rmal

21

day

s, in

form

al

open

Gat

her

extr

a in

form

atio

n fo

r pa

y fe

es

Subm

it fu

rthe

r in

form

atio

n by

em

ail

Awai

t a r

espo

nse

(up

to 1

wee

k)

Rece

ive

perm

it by

em

ailw

ith

cond

ition

s

Spea

k to

ne

ighb

our

for

cons

ent

Advi

se c

lient

of

dela

y

Cont

act c

ounc

il to

co

mpl

ain

- cal

l or

emai

l

Rece

ive

phon

e ca

ll fr

om D

irec

tor

Awai

t a r

espo

nse

Rece

ive

a re

spon

se w

ith

outc

ome

- opt

ions

or

dec

isio

n st

ands

Build

ing

Adm

in,

Build

ing

Supe

rvis

or

Build

ing

Supe

rvis

or

Build

ing

Adm

in

May

or, C

EO

Dir

ecto

r

Plan

ning

, Bui

ldin

g,

Envi

ronm

ent,

Dir

ecto

r, En

gine

erin

g,

May

or, C

EO

Dir

ecto

r, Pl

anni

ng,

Build

ing,

En

viro

nmen

t, En

gine

erin

g

Out

look

, K:d

rive

, G

ambi

t, Bl

uebe

an,

CM9,

Aut

hori

ty

Out

look

, Aut

hori

ty,

CM9,

Pol

icie

s, L

DP,

K:

driv

e, R

-cod

es,

Chec

klis

ts, N

CC,

Build

ing.

com

, In

tram

aps

Out

look

, K:d

rive

, G

ambi

t, Bl

uebe

am,

CM9,

Aut

hori

ty

Phon

e, O

utlo

ok

Phon

e

Out

look

Out

look

, Pho

ne

Not followed up at this stage,. This is end of

May be repeated requests for info if doesn’t meet

regulations

May need face to face meeting or

customer may be happy

THINKING

Posi

tive,

opt

imis

tic

Neu

tral

Anno

yanc

e m

ay b

e cr

eepi

ng in

Wor

ried

abo

ut ti

me

and

cost

Posi

tive,

rel

ieve

d,

grat

eful

, uns

ure

Neu

tral

Neu

tral

Hap

py, f

rust

rate

d,

angr

y, a

nnoy

ed

Neu

tral

, apo

loge

tic

May

be

gett

ing

frus

trat

ed if

tim

e is

pa

ssin

g, n

eutr

al

Lodg

e &

pay

by

eSer

vice

s w

ith

cred

it ca

rd

Rece

ive

auto

-re

spon

se a

ck

DOING

Go

to K

win

ana

web

site

- Bu

ildin

g Se

rvic

es

Det

erm

ine

requ

irem

ents

Com

pare

in

form

atio

n w

ith

requ

irem

ents

Gat

her

any

extr

a in

form

atio

n

Call

to c

onfir

m

fees

, rig

ht d

oc,

time,

how

to

lodg

e, p

ayin

g le

vy,

invo

ice

Com

plet

e ap

plic

atio

n an

d CT

F Fo

rm

Lodg

e ap

plic

atio

n

Lodg

e &

pay

in

pers

on a

t cou

nter

- c

ash,

che

que,

cr

edit

card

Rece

ive

rece

ipt

and

smile

Awai

t res

pons

e fr

om c

ounc

il (a

ppro

x. 1

wee

k)

Advi

sed

on h

old

til

Emai

l to

cust

omer

@k,

bu

ild@

k, a

dmin

@k

Rece

ive

emai

l with

in

fo a

bout

fees

, pa

ymen

ts, i

nfo

requ

ired

Post

har

d co

py o

f ap

plic

atio

n

Rece

ive

rece

ipt b

y em

ail o

r po

st

PEOPLE

CSO

’s, B

uild

ing

Adm

in

CSO

’s, B

uild

ing

Adm

in, R

ecor

ds

CSO

’s, B

uild

ing

Adm

in

Bush

fire

Cons

ulta

nt,

Appl

ican

t, Bu

ilder

, O

wne

r, Ce

rtifi

er

THINGS

Kwin

ana

web

site

Com

pute

rs, p

hone

s,

Auth

ority

, CM

9,

Intr

amap

s, B

uild

ing.

com

CTF

Form

s, R

ecei

pt,

Appl

icat

ion

Form

s

Web

iste

, EFT

POS

mac

hine

, Out

look

EFTP

OS

Rece

ipt,

Out

look

, Pos

t

Out

look

, Aut

hori

ty,

CM9,

Pol

icie

s, L

DP’

s,

K: d

rive

, R-C

odes

, Ch

eckl

ists

, NCC

, Bu

ildin

g.co

m,

Intr

amap

s

INSIGHTS

Whe

n su

bmitt

ed

by b

uild

er

prop

erty

ow

ner,

ofte

n no

t pro

vide

d or

lim

ited

Educ

ate

build

ers

on w

hat i

s re

quir

ed

Stor

mw

ater

ca

tchm

ent o

ften

ca

uses

del

ays

Anom

alie

s be

twee

n pr

evio

usly

ap

prov

ed &

re

subm

itted

Dis

cove

ry o

f ot

her

legi

slat

ive

requ

irem

ents

Clie

nt c

hang

es

min

d - m

ay im

pact

ap

prov

al

Pref

eren

ce fo

r co

unci

l to

deal

w

ith b

uild

er, n

ot

prop

erty

ow

ner

Not

mis

sing

info

, bu

t mor

e te

chni

cal

issu

es c

ause

de

lays

43

w w w . k w i n a n a . w a . g o v . a u

ADMINISTRATION

Cnr Gilmore Ave and Sulphur Rd, Kwinana WA 6167 PO Box 21, Kwinana WA 6966

Telephone 08 9439 0200

[email protected]

CS0017 November 2019

customer experience plan 2019-2022

Documents