Our Service Charter

The Digital Experience team looks after IT, GIS and information management for Kingborough Council. This charter sets out what you can expect from us, and how you can help us help you.

🎯Our Mission

We aim to make your digital experience accessible, empowering, and simple. We lead with empathy, embrace change, and continually seek better ways to help.

♥️Our Values

Value	How It Guides Us
Happy to help	We help because we want to. We listen, we share what we know, and we treat every request as worth solving.
Innovate with purpose	We question the way it has always been done and look for solutions that deliver real value.
Grow through learning	We act on feedback and adapt. We would rather improve than defend.
Own the outcome	We take responsibility for the quality and consistency of our work, and we follow through.

📊What We Measure

Measure	Our commitments
First Response Time	We aim to respond by the next business day.
Escalation response	We respond to escalations within two business hours.
First Contact Resolution	We aim to resolve most requests without you having to follow up.
Satisfaction	We read every rating and comment, and we act on them.

🚀Our Promise

We fix problems, and where we can, we prevent them.
We prioritise by impact.
We build tools that work.
We communicate clearly and follow through.
We act on your feedback.

🔒Your Privacy

We handle your information in line with the Personal Information Protection Act 2004 and Council policy. We will only access your account, mailbox or files where it is necessary to resolve your request, and we will tell you when we need to.

♿Inclusive By Design

Our support is available to everyone, with options to get help in person, by phone, email, or through our self-service portal. We make sure no one is left behind.

🤝 How You Can Help

Be specific	Screenshots, error messages, and what you have already tried.
Check the Help Hub first	Many questions are already answered.
Tell us when we get it wrong	Rate the article, or reply to your case.