Customer Experience Strategy 2025-2029

Maroondah City Council’s Customer Experience Strategy 2025 - 2029 aims to provide strategic guidance and direction for customer service delivery, ensuring that all community members can contact and engage with Council on channels and in ways that are accessible, easy to use and engaging.

This strategy outlines our approach to providing high level customer service that continues to adapt to changing community expectations and methods of engagement. We will do this by providing services through digital, in-person, and partnership channels, with a focus on accessibility and inclusivity.

The Strategy aligns with the Maroondah 2050 Community Vision and focuses on four key outcome areas:

  • Community focused customer service
  • People and partnerships
  • Service innovation
  • Technology and processes

Customer Experience Strategy 2025-2029

Customer Experience Strategy 2025-2029(PDF, 1MB)

Customer Experience Strategy 2025-2029(DOCX, 4MB)

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