Creating a Seamless and Personalised Customer Experience for the Town of Port Hedland​

Challenge

In a bid to elevate its commitment to customer-centricity, the Town of Port Hedland embarked upon a transformative journey by setting in motion a project that sought to improve the council’s customer service to match the community’s expectations. This project would enable the Town of Port Hedland to define its strategic customer service direction and develop an efficient implementation plan, supported by technological innovation, an upskilled workforce, and a robust quality assurance system. The execution of these elements would propel Port Hedland towards achieving its vision of delivering exceptional, personalised, and renowned customer services. ​

​Approach

Collaborating with council teams to understand and improve the council’s internal and external customer experience​

The project involved the co-creation of a comprehensive Customer Experience Strategy with a corresponding implementation plan, with specific focus on a staff capability uplift plan and technology uplift plan. The project aimed to:​

• Collaborate with the Executive Leadership team to develop a Customer Experience Strategy and implementation roadmap​
• Collaborate with council teams to map the customer journeys of the council’s most frequently used services​
• Co-create a staff uplift plan with HR and a technology uplift plan with IT​
• Socialise the Customer Experience Strategy across the whole of the organisation​

Outcomes

A comprehensive strategy and roadmap to guide the Town of Port Hedland in their customer experience uplift ​

The final Customer Experience Strategy detailed the four key strategic goals that will guide the council’s customer experience uplift, including the initiatives, metrics and owners that would support them.​

Through workshops and virtual sessions, The Strategy Group identified opportunities for improvement across people, processes and technology. These opportunities were then developed into a roadmap to define a clear execution path.​

The Town of Port Hedland now has a robust Customer Experience Strategy and implementation plan and is prepared to deliver excellent customer experience to its community.​