Developing Wydnham City Council's Customer Charter

Challenge

Wyndham City Council first engaged The Strategy Group to refresh its customer experience (CX) Strategy and develop an actionable roadmap that will enable the Council to deliver an excellent customer experience across channels. Following the launch of the CX strategy, Wyndham City Council re-engaged The Strategy Group to develop its customer charter. The purpose of the charter was to strengthen the Council’s relationship with the community by clearly articulating their commitments, values, and service goals. This initiative aimed to reflect the diverse perspectives of councillors and customers, ensuring alignment with the Council’s overarching CX Strategy.

Approach

The Strategy Group partnered with Wyndham City Council to design and implement a Customer Charter that would reflect the voices of both Councillors and community members​​.

By conducting interviews, synthesising key insights, and crafting a forward-looking strategy, the initiative set the foundation for a renewed commitment to service excellence and continuous improvement. The Strategy Group’s approach consisted of:​

• Developing a document to guide and inform Councillors on the Customer Charter, encompassing:​
  
  • Where we started: Understanding current CX challenges and opportunities
  • What we heard: Insights from Councillors and customers
  • Where we are now: Progress achieved and milestones reached
  • Next steps: Commitments to customers and plans for ongoing improvement
  • What is in the Charter and why: Key components and their significance
  • Create public-facing statements that reflect the five focus areas from the CX Strategy
  • Craft a compelling opening statement that encapsulates the purpose of the Customer Charter

Outcomes

The Customer Charter defines what a customer can expect when interacting with Wyndham City Council​​.

• Alignment: The document provided a shared vision for Councillors, ensuring unified support for the Customer Charter
• Community Engagement: Public-facing statements resonated with diverse audiences, reinforcing the Council’s commitment to customer-centricity
• Actionable Roadmap: Clear next steps outlined for continuous improvement and stronger customer relationships