City of Norwood Payneham St Peters

The Problem

A local government entity recognised the need to solidify a customer experience philosophy that matched the diversity of its teams and community. Striving for service excellence, they faced the hurdle of unifying varied understandings of customer service and limited resources to fully embed this philosophy into their culture.

The Approach

SynergyIQ provided the strategic scaffolding to construct a robust customer experience vision. This involved aligning the customer experience to the organisation's culture and values, developing a comprehensive strategy, and crafting a capability framework. Engaging workshops and a tailored in-house training program ensured that over 200 staff members were equipped to deliver on the new vision.

The Outcomes

The initiative culminated in a cohesive service excellence culture, recognised for its strategic alignment and clear focus. The strategy was rolled out to all teams, reflecting a commitment to an outstanding customer experience, a proud achievement for both the staff and the organisation.