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.

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.

The Australian Business Awards are an annual comprehensive awards program which recognises organisations that demonstrate the core values of business innovation, product innovation, technological achievement and employee engagement via a set of established business and product award categories.

The Australian Business Awards are the national chapter of an integrated, hierarchical leadership initiative conducted on a national and international level. Eligible organisations are invited to participate in the international chapter of the program at The World Business Awards whereby participants are provided with the unique opportunity to benchmark themselves against the top performers globally.

The process culminates in the selection of organisations which implement world-class business initiatives, projects, products and services. The award recipients are recognised as the elite of their industry earning a place amongst a distinguished group by having their achievements acknowledged and celebrated.

Organisational eligibility includes private companies, publicly listed companies, multinational subsidiaries, not-for-profit organisations, non-government organisations, educational institutions, franchise systems, partnerships, government departments, government agencies, local government and statutory bodies operating in Australia.

Organisations are required to complete a submission for a specific business initiative, product or service.

Business initiatives can include but are not limited to projects, programs, processes, systems, technologies, developments, ventures and undertakings.

Products can include but are not limited to services, devices, equipment, programs, processes, activities, applications, information, knowledge, software, cloud-based services, platforms, systems and manufactured goods. Products must be commercially available on the Australian market and comply with all applicable Australian standards and regulatory requirements. Product eligibility includes domestic and international products available to the Australian marketplace.

The World Business Awards Framework (WBA Framework) is utilised as a structured model of assessment that enables the participating organisations to be benchmarked against world class performance standards.

The Framework consists of specialised assessment modules pertaining to the evaluation criteria for each of the award categories. The criteria and sub-criteria provide a robust set of requirements that are used as the methodology for benchmarking and learning among the participating organisations.

Organisations that demonstrate the core values of business innovation, product innovation, technological achievement and employee engagement are recognised via a set of established business and product award categories.

The program provides a notable opportunity for high-performing organisations which implement world-class business initiatives and develop innovative products and services to be acknowledged and celebrated for their achievements both nationally and internationally.

Conducted annually, the program engages with organisations worldwide to benchmark the full spectrum of their products, services and initiatives and to review their business performance through a global recognition and knowledge building initiative that is underpinned by the program’s established framework.

The program provides the ultimate platform for building knowledge, increasing brand awareness, equity, loyalty and retention through increased exposure, recognition and prestige.

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