Draft Customer Experience (CX) Strategy 2026 - 2030

Council has prepared its Draft Customer Experience (CX) Strategy and invites the views of the community.

The BMCC Customer Experience (CX) Strategy provides a framework for strengthening our customer focus and improving how we respond to the needs of both internal and external customers within available resources. It aims to improve alignment across the organisation, enhance service outcomes, increase efficiency, support cost-effective service delivery, and deliver a more consistent customer experience.

Key points:

• This is a Strategic Plan, linked with our Integrated Planning Framework
• This Strategy supports the achievement of one of our top Key Strategic Priorities: Strategic Priority 3: Customer Focused and LEAD STRATEGY 1.3b of the Delivery Program
• It identifies Key Actions to be implemented over the next four years, against Four Strategic Pillars:

1. Building a customer centric culture,
2. Improving customer processes, procedures, and responses,
3. Using technology to achieve great customer experiences, and
4. Using customer feedback to drive continuous improvement.

The draft plan can be downloaded from the Document Library at the right of this page, or hardcopies can be viewed at Council’s customer service counters in Katoomba and Springwood, and at the Council Libraries.

Lodge your comments via the online submission form below by Monday 31 August 2026.

How else can I lodge a submission?

Formal submissions should be marked “Customer Experience (CX) Strategy - Public Submission”. Submissions can either be:

• Posted to Blue Mountains City Council, Locked Bag 1005, Katoomba NSW 2780
• Hand delivered to Council’s customer service counters at Katoomba or Springwood
• Emailed to council@bmcc.nsw.gov.au.

Submissions must be received by Monday 31 August 2026.

For more information please contact the Councillor Support and Customer Experience Services team on 4780 5000 or council@bmcc.nsw.gov.au.