The Bureau of Meteorology has ordered an independent review of its operations after a turbulent period that included the botched rollout of its $96 million website upgrade and mounting scrutiny over whether the agency is meeting the needs of Australians.

The review, commissioned by bureau chief executive Stuart Minchin in consultation with Environment Minister Murray Watt, will examine everything from the agency’s public communications and customer service to its reputation, strategic direction and whether its services are keeping pace with the changing needs of the public.

It follows one of the organisation’s most difficult periods in recent years after last year’s website overhaul sparked widespread anger from farmers, emergency service volunteers, mariners and weather enthusiasts who struggled to access forecasts during severe weather.

The bureau was eventually forced to make changes after the backlash, while chief customer officer and former acting chief executive Dr Peter Stone – who oversaw the customer experience during the rollout – has since retired.

Former Murray-Darling Basin Authority chief executive Phillip Glyde will lead the inquiry, with the panel reporting back by March next year as the bureau prepares its next long-term strategy.

The review will assess whether the bureau’s services match the needs of Australians, how effectively it communicates with the public, whether it is maintaining public trust and where it faces growing competition or unmet demand.

Watt said the review would provide an outside assessment of one of the country’s most relied-upon public agencies.

He said the work the organisation did every day was “complex” and staff faced a range of pressures, adding the review would bring an independent perspective to understanding the services being delivered and how that value could be strengthened.

“BoM’s role in keeping Australia safe, informed and prepared in a changing climate has never been more vital,” he said. “Maintaining trust in, and ensuring the effectiveness of, BoM’s information and services is essential.”

“Many Australians rely on BoM to make decisions on farm, at work and in severe weather, and I know we’re all committed to ensuring that future services meet people’s needs and expectations.”

The organisation has faced previous criticism over its public image. In 2022, amid devastating floods across NSW and Victoria, it announced it wanted to be referred to as “the Bureau” rather than “BoM”. Then environment minister Tanya Plibersek dismissed the move as “ridiculous”, saying Australians cared about timely weather warnings rather than a $220,000 rebrand during a natural disaster.

Minchin said the review was intended to shape the bureau’s next decade.

“The development of our next strategy is a significant opportunity to take a fresh look at what matters most to the Australian community and to ensure we are well positioned to meet future challenges and opportunities,” adding he “deeply valued” the public trust placed in the organisation.

“This review will help the Bureau of Meteorology better understand current and future customer needs and ensure our strategy and services are squarely focused on the things that are important to the Australian community, our customers and partners.”