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Creating a Seamless and Personalised Customer Experience for the Town of Port Hedland

By: Poppy Triscott

THE CHALLENGE

In a bid to elevate its commitment to customer-centricity, the Town of Port Hedland embarked upon a transformative journey by setting in motion a project that sought to improve the council’s customer service to match the community’s expectations. This project would enable the Town of Port Hedland to define its strategic customer service direction and develop an efficient implementation plan, supported by technological innovation, an upskilled workforce, and a robust quality assurance system. The execution of these elements would propel Port Hedland towards achieving its vision of delivering exceptional, personalised, and renowned customer services.

THE APPROACH

Collaborating with council teams to understand and improve the council’s internal and external customer experience.

The project involved the co-creation of a comprehensive Customer Experience Strategy with a corresponding implementation plan, with specific focus on a staff capability uplift plan and technology uplift plan. The project aimed to:

Collaborate with the Executive Leadership team to develop a Customer Experience Strategy and implementation roadmap
Collaborate with council teams to map the customer journeys of the council’s most frequently used services
Co-create a staff uplift plan with HR and a technology uplift plan with IT
Socialise the Customer Experience Strategy across the whole of the organisation

OUTCOMES

A comprehensive strategy and roadmap to guide the Town of Port Hedland in their customer experience uplift

The final Customer Experience Strategy detailed the four key strategic goals that will guide the council’s customer experience uplift, including the initiatives, metrics and owners that would support them.

Through workshops and virtual sessions, The Strategy Group identified opportunities for improvement across people, processes and technology. These opportunities were then developed into a roadmap to define a clear execution path.

The Town of Port Hedland now has a robust Customer Experience Strategy and implementation plan and is prepared to deliver excellent customer experience to its community.

Poppy Triscott

Poppy is passionate about human-centred design and its potential to create huge value for our clients. She has delivered a variety of digital transformation programmes across multiple industries, taking a design-led approach to help businesses create customer-centric experiences and help solve strategic business problems. Her strong communication and storytelling skills enable her to guide clients along the experience strategy journey and engage and empathise with their customers. Poppy began her career in London as an analyst at Cognizant before moving into the design world at US-based creative agency Wongdoody, and subsequently Accenture Interactive. She brings her 6+ years of professional experience to help The Strategy Group’s clients define their customer experience strategy and reach their strategic goals. Poppy is driven by her interest in human behaviour and psychology to enhance customer experiences and improve people’s lives through digital design. She enjoys employing a curious, creative and people-focused lens to her work to deeply understand our client’s customers and design innovative solutions to meet their needs. Poppy possesses a Bachelor of Science in Psychology from the University of Southampton.