31 July - 01 August, 2018 | Rydges Sydney Central, Sydney, NSW

Kirrilly Rowan


Manager, Customer Service
Toowoomba Regional Council


1:50 PM CASE STUDY: More than Just Digital: Driving Improvement Through Feedback and the Important of Transparency in Transforming Services at Toowoomba Regional Council

In November 2017, Toowoomba Regional Council published the results from their community survey depicting the overall satisfaction rate of key council services and facilities. With over 800 surveys completed, residents provided great insights into the satisfaction and importance of council services. Drawing on key findings and future outlook, Kirrilly will discuss:

  • Developing a program to capture customer satisfaction throughout the customer’s journey with Council
  • Utilising surveys to contribute to the development of future corporate plans and council directions and provide high quality services
  • Managing data collection and using the all information available to plan for the future


Check out the incredible speaker line-up to see who will be joining Kirrilly.

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