Our Service Charter
At Kingborough Council, the Digital Experience team are here to make digital services simple, modern, and people-focused. Our tools and support aim to save you time, help you work more effectively, and meet the evolving needs of the Council and our community.
🎯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
Our values aren't just words—they shape our service culture and guide every conversation, decision, and digital experience we deliver. These values complement the Council's existing values and define how we operate as a team.
| Value | How It Guides Us |
|---|---|
| Happy to help | We help because we want to. We lead with empathy, generosity, and patience—sharing knowledge and working collaboratively to find solutions that make a difference. We listen carefully, respond respectfully, and celebrate the unique contributions of each individual. |
| Innovate with purpose | We don't settle for the way it's always been. We question, experiment, and innovate—seeking creative solutions that deliver real value. By striving for excellence and encouraging bold thinking, we raise the bar on what digital support can achieve. |
| Grow through learning | We embrace iteration. We learn from feedback, grow through curiosity, and adapt quickly to changing needs. By focusing on continuous improvement and keeping people at the centre of everything we do, we deliver better outcomes over time. |
| Own the outcome | Trust is everything. We take full responsibility for the quality, clarity, and consistency of our work. Whether it's resolving a problem, implementing a new system, or guiding someone in the right direction, we follow through to ensure the job is done right. |
🔒Protecting Your Privacy
We treat your information with care and adhere to all relevant privacy laws and Council policies.
♿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.
📚Knowledge Is Power
We've designed our Help Hub with a document library to answer your common questions anytime. Our team also utilises an internal shared knowledge base to provide you with fast and consistent answers, learning from each other.
📊How We Measure Success
We track how we're doing, so we can keep getting better:
| What We Track | What It Means |
|---|---|
| First Response Time | We aim to get back to you within the next business day. Urgent and VIP issues come first. |
| Resolution Time | How fast we fix things—done well, not rushed. |
| First Contact Resolution | We aim to resolve 80% of issues at first contact with us, thereby reducing follow-ups and service friction. |
| User Satisfaction | We appreciate your feedback and use it to improve continually. |
| Escalation Response Time | We respond to escalations within two business hours of receiving them. |
🚀Our Promise to You
We are committed to delivering reliable, easy-to-use digital services and providing helpful support. This means:
- Fixing issues and preventing them wherever possible.
- Prioritising urgent and high-impact work.
- Making digital tools that work.
- Working with teams to solve real problems.
- Listening and acting on your feedback.
- Maintaining clear communication and following through strongly.
🤝 Let's Work Together
Here's how you can help us help you when interacting with the Digital Experience team:
| Be specific | Include screenshots, error messages, and what you've already tried. |
| Try the Help Hub first | Check the Help Hub—many common questions are already answered. |
| Give feedback | Your input helps us do better and support everyone more effectively. |