We are looking to have a strategy that aligns with Australia and NZ industry trends in both private and Government, not just Local government.

- Gain an understanding of the business and our future requirements through:

1. Reviewing feedback surveys and customer CRM and Community satisfaction survey data. (18,000 received. Approx 800 per month.)

2. Review of existing strategies and reports (previous Customer Experience Strategy will be provided to successful candidate)

3. Review council delivery plans

5. Meet with relevant staff and key council stakeholders.

6. Conduct a desktop analysis of external facing council customer process and procedures and compare to both Private and government services to provide a health check. Specifically council benchmarking and Gap analysis.

7. Conduct required community consultation and research.

After the above work

-Summarise engagement and research outcomes

- Prepare report and recommendations/ draft strategy

- Present final Draft in Penrith branding for signoff. ( the report should be in the form of a highly visual and compelling strategy report that once approved will be customer facing.

This strategy applies to all of the touchpoints that a customer will have with Penrith Council including primarily:

• In-person at the Penrith and St Marys counters
• Via the Phone through our contact centre and other direct phone calls to council officers
• Digital interactions including our website, Email, Chat and social media
• Our online service portal and any mobile applications
• Feedback and survey initiatives including post interaction surveys online and after calls
• The submission and communication regarding complaints as well as councillor and MP requests