Transforming Customer Service for Gilgandra Shire Council​

Challenge

Gilgandra Shire Council (GSC) was undergoing major change, including a new Community Strategic Plan, ERP rollout, and organisational review. As part of this transformation, GSC needed a customer service strategy to improve service quality, streamline operations, and strengthen community relationships. The goal was to align customer service with Council’s broader vision to be a place where people live, enjoy, grow, and lead.​

​Approach

Co-designing a transformative Customer Service Strategy for Gilgandra Shire Council​

To support Council’s transformation, we engaged community members, councillors and council staff to explore their experiences across council interactions.​

Objectives:​

• Define a shared vision for customer service​
• Pinpoint service gaps and improvement opportunities to enhance satisfaction with council services​
• Align recommendations with the ERP rollout and Community Strategic Plan for effective implementation​

The resulting strategy prioritises personalised service, digital access, and stronger internal capability—making it easier for people to interact with Council.​

Outcomes

A clear strategy backed by the community and ready for action​

The project delivered a clear and actionable Customer Service Strategy for Gilgandra Shire Council, grounded in strong evidence and aligned with Council’s broader transformation agenda. ​

Key outcomes included concise insights reports developed from internal document analysis and customer interviews with community members, councillors and council staff, highlighting key improvement opportunities. ​

These insights informed the development of a comprehensive Customer Service Strategy, outlining purpose, goals, key initiatives, and metrics of success. A pragmatic implementation plan and a tailored ‘Voice of the Customer’ framework were also delivered to support rollout and ongoing improvement within GSC’s service delivery by keeping the customer at the centre. ​

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“The consultants we worked with on our strategy project were outstanding. Beyond their expertise, they were incredibly friendly, approachable, and genuinely listened to our needs and perspectives. Their preparedness, flexibility, and willingness to travel to meet with our team in person made a real difference” ​- Project sponsor​

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