Customer Experience Strategy


Council adopted the Customer Experience Strategy at its meeting on 18 November 2019.

Lane Cove’s Customer Experience Strategy has been developed to respond to emerging trends around the increased complexity of customer interactions and touchpoints resulting in more multifaced customer journeys. This strategy outlines Councils key customer experience objectives and defines the approach Council will take to facilitate the achievement of these objectives in addition to measuring their success.

The ultimate goal of the Strategy is to improve service quality, promote transparent and efficient interaction, enhance the level of public trust in government, and drive better community outcomes.