Glen Eira City Council

Glen Eira City Council has been recognised as an ABA100® Winner for CX Management in The Australian Business Awards 2019. The Australian Business Award for CX Management [CXM] recognises organisations that have achieved outstanding results through initiatives that demonstrate excellence in customer experience management.

This will ultimately change the way we deliver services to our community, with the goal of enhancing customer experience. This award is a testament to our team’s hard work, passion and determination to deliver outstanding customer experience by focusing on transforming processes and practices. We are excited to receive the ABA100 Winner for CX Management in The Australian Business Awards 2019.

Shweta Babbar, Chief Transformation Officer, Glen Eira City Council

Glen Eira City Council (GECC) is a Local Government organisation. The City of Glen Eira is in Melbourne’s south-east suburbs, approximately 10 kilometres from Melbourne’s central business district. GECC is responsible for the delivery of 110+ services across the community and hosts numerous community-focused programs and events per year. It is an organisation currently employing over 1,450 permanent and casual staff, structured into four directorates under the CEO — Community Wellbeing, Corporate Services, Planning and Place, Environment and Infrastructure.

In line with GECC’s guiding values Council embarked on a transformation journey. It developed and adopted the Glen Eira Transforming Together (GETT) program, a comprehensive multi-pronged approach that brings together strategic success elements — Customer First, Digital by Default, Our People and Assets & Places.

GETT is a wide-ranging program of activity for a successful and sustainable future. The objectives for the initiative include a commitment to continuous improvement of services and assets, the elimination of wasted effort, and the delivery of a work environment where everyone can achieve their best in line with organisational values.

To facilitate seamless and effective collaboration across multiple teams involved in the variety of projects within the GETT program, GECC established an Innovation and Continuous Improvement team. The team was set up under the leadership of Chief Transformation Officer, Shweta Babbar, to build the strategic framework and ensure successful delivery of the program while working collaboratively with other business areas.

GECC engaged KPMG to complete a strategic health check of its three-year transformation program GETT. As an outcome of this review, various improvement initiates were identified to support the successful delivery of GETT. The top four priorities were: Develop a Customer Engagement and Experience Program; ICT Transformation; Perform a capability uplift program; Enhance governance structure.

To deliver the Customer Engagement and Experience Program at Council it was important to understand how the community engages with council, the needs/preferences of the community and how technology can support this.

“Technology plays a key role in shaping end users experience — Our organisation’s technology and customers access to technology,” Shweta Babbar, Chief Transformation Officer, Glen Eira City Council.

Performing robust customer journey mapping was essential to ensure that all customer interactions are designed with these needs/preferences in mind. The program was designed to have strategic engagement with customers from the start-to-finish of the program. This enabled GECC teams to listen to the customers, understand their expectations and act based on their needs.

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