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Community and Sport Committee — 2026-10-15
2. Customer Experience Report - 1 April 2026 to 30 September 2026
Community and Sport Committee
Meeting Agenda
15 October
2026
Doc ID No: A13378886
ITEM: 2
SUBJECT: Customer Experience Report - 1 April 2026 to 30 September 2026
AUTHOR: Customer Strategy and Experience Manager
DATE: 22 September 2026
Executive Summary
This is a report concerning the Customer Experience (CX) program of work including the implementation of the CX Strategy.
Recommendation/s
That Customer Experience Program Committee Report 1 April 2026 to
30 September 2026 be received and contents noted.
RELATED PARTIES
There are no discernible related party conflicts of interest associated with this report or its recommendation.
CORPORATE PLAN Theme
A Trusted and Leading Organisation
Purpose of Report/Background
The Customer Experience (CX) Program continues to progress strongly, remaining on track to deliver the originally scoped program by June 2027. Attachment 1 is the report of the CX Program detailing council’s progress.
This report outlines the progress of the Customer Experience (CX) Program of work across council, aligned to the Customer Experience Strategy (Attachment 2), covering the six month period from 1 April 2026 to 30 September 2026.
During the reporting period five priorities were completed, including Voice of the Customer, Customer Segmentation and Personas, Service Standards Transparency, and Content Consolidation Review, with Community Engagement closed as no longer required. These projects have strengthened council's ability to understand customers, improve service design, increase transparency, and embed customer-centred practices across the organisation.
Key achievements included the successful organisation-wide rollout of the Voice of the Customer capability, delivery of customer segmentation resources and personas, publication of service standards, and establishment of governance arrangements supporting knowledge and content management. The Dog Registration project also progressed into delivery, delivering improvements to customer experience.
During the reporting period, the Customer Experience Program Control Group elevated the priority of CXP 12: Proactive Communication, to a key organisational priority as Council seeks to improve the consistency, timeliness and quality of communication provided to customers throughout their service journey. As the project transitions from planning into delivery, it is expected to play a critical role in reducing customer uncertainty, improving transparency, enhancing customer satisfaction, and supporting a more proactive and customer-centric service experience across council.
Overall, the Program is delivering the current CX Strategy with increasing emphasis on embedding delivered capabilities into business-as-usual operations, realising sustainable benefits, and positioning Council for continued customer experience improvement beyond the current CX Strategy.
Legal IMPLICATIONS
This report and its recommendations are consistent with the following legislative provisions:
Not Applicable
policy implications
There is no discernible related policy implications associated with this report or its recommendation.
RISK MANAGEMENT IMPLICATIONS
There is no discernible risk management implications associated with this report or its recommendation
Financial/RESOURCE IMPLICATIONS
The CX Program is planned for and budgeted each financial year, there are no budget implications relating to this report.
COMMUNITY and OTHER CONSULTATION
No community or other consultation was required relating to this report.
Conclusion
This report highlights the ongoing delivery of the CX Program of work, including the CX priorities identified in the Customer Experience Strategy.
HUMAN RIGHTS IMPLICATIONS
HUMAN RIGHTS IMPACTS
RECEIVE AND NOTE REPORT
The Recommendation A states that the report be received and the contents noted. The decision to receive and note the report does not limit human rights. Therefore, the decision is compatible with human rights.
Attachments
1.
CX Program Report 1 April 2026 to 30 September 2026 ⇩
2.
Customer Experience Strategy ⇩
Jennifer Gisler
Customer Strategy and Experience Manager
I concur with the recommendations contained in this report.
Samantha Chandler
Manager, Libraries and Customer Services
I concur with the recommendations contained in this report.
Ben Pole
General Manager (Community, Cultural and Economic Development)
“Together, we proudly enhance the quality of life for our community”
Community and Sport Committee
Meeting AGENDA
15 October
2026
Item 2 / Attachment 1.
Community and Sport Committee
Meeting AGENDA
15 October
2026
Item 2 / Attachment 2.
3. Report of Multicultural Advisory Committee No. 2026(03) of 17 September 2026
Community and Sport Committee
Meeting Agenda
15 October
2026
Doc ID No: A13411523
ITEM: 3
SUBJECT: Report of Multicultural Advisory Committee No. 2026(03) of
17 September 2026
AUTHOR: Senior Administration Officer
DATE: 29 September 2026
INTRODUCTION
This is the report of the Multicultural Advisory Committee No. 2026(03) of 17 September 2026.
RECOMMENDATION
That Council adopt the recommendations of the Multicultural Advisory Committee No. 2026(03) of 17 September 2026 .
Attachments
1.
Minutes of Multicultural Advisory Committee no. 2026(03) of 17 September 2026
17 September 2026
UNCONFIRMED Multicultural Advisory Committee NO. 2026(03) ]
UNCONFIRMED Multicultural Advisory Committee NO. 2026(03)
17 September 2026
Report
ATTENDANCE:
Councillor Pye Augustine (Chairperson); Councillors Jacob Madsen (Deputy Chairperson), Marnie Doyle, Andrew Antoniolli, David Martin, Mayor Teresa Harding (Observer) and Councillor Jim Madden (Observer)
EXTERNAL ADVISORS ATTENDANCE:
Ms Gail Ker, Mr Thiew Atem, Dr Aparna Hebbani, Mr Pongawhakatihi Pompey, Mr Bakari Mustafa and Dr Mahan Mohammadi
Dr Mahan Mohammadi joined the meeting at 10.57 am via audio-link.
Gail Ker arrived at the meeting at 11.18 am.
APOLOGIES:
Nil
OFFICERS’ ATTENDANCE:
Chief Executive Officer (Sonia Cooper), General Manager, Community, Cultural and Economic Development (Ben Pole), Acting Executive Support and Research Officer (Zinclaire Patroni)
ACKNOWLEDGEMENT OF COUNTRY
Councillor Pye Augustine (Chairperson) delivered the Acknowledgement of Country
DECLARATIONS OF INTEREST IN MATTERS ON THE AGENDA
Nil
BUSINESS OUTSTANDING
Nil
Confirmation of Minutes
1. Confirmation of Minutes of the Multicultural Advisory Committee No. 2026(02) of 25 August 2026
Recommendation
That the minutes of the Multicultural Advisory Committee held on 25 August 2026 be confirmed.
Officers’ Reports
Councillor Pye Augustine (Chairperson) asked each of the External Advisors to provide a brief outline of their background for the benefit of the councillors present. At this point in the meeting Ms Gail Ker and Dr Mahan Mohammadi were not present.
2. Collaborative Discussion
Members and External Advisors are invited to bring to the meeting knowledge and ideas to contribute during a brainstorming session.
Recommendation
That this report be noted.
DISCUSSION
The committee discussed a variety of matters relating to multicultural issues which included the following:
· An outline of some of the highlights of Council’s current Community Development Strategy 2021-2026 over the last five (5) years. Members asked what goals have been implemented and what has been delivered. The Chairperson asked external members to review the Community Development Strategy and advise if anything is missing or needed.
· Disaster awareness and how this could be promoted and translated into different languages for the various multicultural areas of the community. The external members were made aware of Council’s Disaster Management Dashboard and the fact that it can be translated into over 100 different languages.
· Sharing information with Multicultural Community Leaders – one of the main questions raised by members of the community is how do they access the range of services available and how does council communicate with the community.
· Domestic Violence in the community and how to make the community aware of where they can go for assistance. The members were made aware of Council’s information page on its website and of the work of community organisations. Members were also made aware of the Just in Case card and where to find it on Council’s website. One of the concerns raised was that a lot of the community leaders were men and not women and that a group of women from different linguistic groups were needed. It was suggested that a representative from Domestic Violence Action Centre be invited to attend one of the next meetings of the Multicultural Advisory Committee.
· Protocols for liaising with the committee and requesting information.
· Skills recognition for community members from culturally and linguistically diverse backgrounds. Ms Ker provided information on an initiative to connect community members with volunteering and employment opportunities through an employer/s in the health sector.
ACTIONS
General Manager, Community Cultural and Economic Development:
· Provide members with Ipswich social and demographic data.
· Provide members with Council funding and support channels for members to consider how these may be communicated to communities.
· Provide the Chair with advice on the development of the next Community Development Strategy for future consideration by members.
3. NEXT MEETING
The next meeting is scheduled for Thursday, 8 October 2026.
4. GENERAL DISCUSSION (within the purpose and scope of the committee)
The Chairperson asked members if the timing of the meetings was suitable. It was requested that if possible the meetings be held in the afternoon to allow members to finish work before attending.
PROCEDURAL MOTIONS AND FORMAL MATTERS
The meeting commenced at 10.02 am.
The meeting closed at 11.48 am.
Mentions: Ipswich
Source: Ipswich City Council meeting agenda (CC BY 4.0).