City of Whittlesea

CHALLENGE

The City of Whittlesea identified the need to take a more customer centric approach and enhance the current journeys of their residents.

SOLUTION

A two stage approach was taken to help the City of Whittlesea establish a customer centric organisation:

• Collective Campus analysed current customer data (including reports, surveys etc) and developed four key customer personas. The four customer personas developed gave a human face to each key customer type identified.
• Using the customer personas as input, Collective Campus delivered workshops for 8 key areas of the City of Whittlesea.

OUTCOME

Customer Experience workshops were delviered for the following eight business areas: - Kindergarten Enrolment - Hard Waste - Building Planning - Animal Registration - City Transport and Presentation - Venue Hire - Information Management - Contact Centre

In each workshop delivered, the team at the City of Whittlesea achieved the following outcomes: - Aligned understanding of the importance of customer experience in the council landscape - A shared understanding of key customer types in the region. - Development of two end to end customer journey maps for customers looking to develop property in the region. - Identification of pain points and opportunities at each key customer touch point. - Prioritisation of ideas based on Cost vs. Impact