MS1.1.1 - Logan Listens Residents' Survey
Deliver the Logan Listens: Residents' Survey, including a review to identify and apply improvements.
Purpose: To monitor the level of community satisfaction with major services. |
June 2023 |
Completed |
As at the end of the second quarter, delivery of the Residents' Survey was completed. The process involved interviewing 1,600 adult residents from a random sample across the City of Logan.
The Survey was divided into two sections, each completed by 800 residents:
- Facilities and services.
- Customer experience.
Taverner Research Group undertook analysis of the feedback received. The resultant report was presented to ELT in November 2022 and to City Governance Committee in December 2022. Council endorsed the Logan Listens: Residents Survey Research Report in December 2022.
An accessible version of the Report is being made publicly available on Council's website.
Copies of the Report were provided to Council's Libraries and Customer Service Centres for public assess.
The Report was made available to staff electronically via the Manager's Toolkit intranet page, and e-copies were distributed internally in conjunction with the release of the Branch Business Planning process. The survey results will provide valuable input into performance reviews and the annual planning process.
This project is now closed.
Branch: Enterprise Portfolio Management Office |
MS1.2.1 - Customer Service charter and standards update
Deliver an update to the Customer Service Charter and standards.
Purpose: To support Council to meet the needs and expectations of the community. |
June 2023 |
On Track |
As at the end of the third quarter, we are on track to deliver against the revised timeline submitted in the second quarter:
- Communication and Engagement plan completed
- Engagement with key stakeholders (Corporate Governance, Marketing and City Safety & Liveability)
- Consultation with Director People & Engagement and Chief Executive Officer
- Amendments and final draft ready for consultation with Managers
- Report completed for Executive Leadership Team meeting being held week commencing 11 April
Branch: Customer Service and Information |
MS1.3.1 - Data analytics and customer insights
Deliver a data analytics and customer insights system.
Purpose: To better understand what our customers, and the community are saying and experiencing when interacting with Council.
Those insights will be used to make more meaningful data-driven decisions. |
June 2023 |
On Track |
As at the end of the third quarter, we are on track to deliver the customer insights platform by 30 June 2023
To support the delivery, the below tasks were completed:
- Project plan delivered by vendor
- Data and modelling discovery workshops completed
- Project status meetings and Stand-ups scheduled for the 14 week build
- Contract management handed over from Procurement Program to Customer Experience and Community Engagement Branch
- 2 Main data sets are up and running in the modelling phase of the build (Genesys and Outlook)
Branch: Customer Service and Information |