Service Experience Strategy

Cover page of SES with colourful patterns

The Service Experience Strategy (SES) enhances EG service experience by establishing guiding principles, clear themes, and takes actions to meet the diverse needs of the community.

View the Service Experience Strategy

Guiding Principles

The following guiding principles will shape the development and execution of this strategy and how service is delivered in EG:

Experience Centric

To create a service experience that is positive, meaningful, and efficient for all. “All” is defined very broadly, to ensure that experience is consistently at the center of the strategy and action planning.

Dignity and Respect

To treat every individual with dignity and respect in all interactions. This includes ensuring that all communication, policies, and procedures reflect fairness, empathy, and inclusivity.

Accessible and Seamless Service

Design services to meet people where they are, providing multiple access points and communication channels to ensure that everyone can easily access the services they need. Whether digitally, by phone, or in-person, everyone should experience a consistent and effortless service journey.

Continuous Improvement Through Engagement

Continuously improve service experience by regularly evaluating performance and adjusting based on feedback, data, and emerging best practices. The SES Action Plan will be developed through engagement and feedback from customers, and from staff who provide services to the community. Asking, “How did we do today?” will become an established norm, across EG channels.

Themes

The SES themes will shape the development and execution of the action planning and prioritization of the work:

People

The “People” theme emphasizes the human aspect of service experience. This theme focuses on equipping EG staff with the right skills and resources to provide high-quality, consistent, and transparent service, while building strong relationships.

Technology and Data

The “Technology” theme focuses on utilizing digital tools and systems to streamline service, improve accessibility, and drive efficiencies. EG will ensure online and digital services are prioritized and continually improved, while maintaining support for other methods of service.

Connections

The “Connections” theme is focused on fostering strong, transparent, and responsive relationships. This theme ensures that communication is clear, service expectations are well-defined, and ongoing engagement is prioritized.

Accessibility and Inclusivity

This theme emphasizes making services accessible to all members of the community, recognizing the diversity, abilities, and languages spoken in the community. Accessibility is central to EG’s commitment to inclusivity and ensuring that every resident and business can easily access the services they require.