In November 2023, our Community Advisory Panel were tasked with developing a vision for customer experience at Moonee Valley City Council. Our Panel, made up of 30 residents and reflective of our diverse community, met a number of times throughout November to consider this task through robust discussions and activities.

The draft vision developed by the Panel is:

We are a respectful, caring and proactive Council.

We empower our people to deliver timely, empathetic and tailored outcomes, so our customers are proud to visit, live and work in Moonee Valley.

Community is at the heart of what we do.

We're keen to see what the wider community thinks of the proposed vision and the supporting principles developed by the Panel. Is the vision reflective of the customer experience you expect when engaging with Council?

Have your say today!


Do you have any feedback on the draft vision for Customer Experience at Moonee Valley?

Let us know your thoughts on the vision developed by our Community Advisory Panel. Is it reflective of your vision for customer experience at Moonee Valley?

6 February, 2024

David says:

There is no reference to value or cost effectiveness. While I want great customer experience, I don't want it if it means costs will increas

6 February, 2024

Frustrated mum. says:

Its fine but you really need to focus on quality reviewing emailed responses. Some have been rude, cold and short. Happy to provide examples

17 January, 2024

Sharron says:

The part of the statement 'tailored outcomes' I feel could set a community expectation that is not achievable in highly governed areas

20 December, 2023

Natalie says:

I think caring and empathetic are similar. One could be removed. Timely, accurate and tailored outcomes is a viable alternative.

19 December, 2023

Carla says:

I really like it. The only word that I'm not sure about is "empathetic". Maybe "thoughtful" would sound better?

19 December, 2023

Carla says:

Online training with real life examples to demonstrate these principles to staff