Customer Experience Plan 2019-2022 · City of Kwinana. Customer Experience Plan. 2019 - 2022 Date:...
Transcript of Customer Experience Plan 2019-2022 · City of Kwinana. Customer Experience Plan. 2019 - 2022 Date:...
Customer Experience Plan 2019-2022
City of KwinanaCustomer Experience Plan2019 - 2022
Date: 30 July 2019Version 1.3
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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
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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.
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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.
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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
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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)
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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)
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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
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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).
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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.
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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
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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.
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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).
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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
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Cx Framework Element
Planned Action Tasks Date
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
Cx Framework Element
Planned Action Tasks Date
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
Cx Framework Element
Planned Action Tasks Date
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
Cx Framework Element
Planned Action Tasks Date
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
29
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
31
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 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
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 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
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 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
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 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
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 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
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
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
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
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
CS0017 November 2019