We have set up this page to provide some information and ideas for our government clients on approaches to engagement with their communities, innovation and transformation of their service delivery.
|
Customer-centric service design in the NSW government
This is the story of the Service NSW service design that has transformed customer satisfaction with NSW Government transactional services. Customer satisfaction has lifted to 98% over phone, digital and service centre channels.
The Service NSW case study applies a global best-practice model of strategy design and execution (Blue Ocean Strategy) to show why Service NSW has been so successful.
|
| ||
|
|
Bringing thinking from other sectors to help modernise government service delivery
A TED talk from Haley Van Dyck on the work sponsored by the White House on modernising US government service delivery. This initiative is taking ideas from other industries and creating a customer-centric approach to service redesign.
|
Why local government matters & what communities expect of government
Why Local Government Matters (see the report below) is a major piece of social research on community attitudes to local government undertaken by the Australian Centre of Excellence for Local Government (ACELG). The research aims to better understand how and why the activities of local governments, and their roles in society, are valued by communities and how they are seen as performing.
There is enormous support for government to provide services that deliver a healthier and fairer society, and for the view that decisions about services should not be made just on value for money but rather on the delivery of public value. Australians consider the local community and people using services have the best knowledge of what services are needed and how they should be delivered, followed next by service providers and finally by people who work in government. This presents a considerable challenge to how government at all levels operates and how to engage effectively with their communities and support effective service delivery.
There is enormous support for government to provide services that deliver a healthier and fairer society, and for the view that decisions about services should not be made just on value for money but rather on the delivery of public value. Australians consider the local community and people using services have the best knowledge of what services are needed and how they should be delivered, followed next by service providers and finally by people who work in government. This presents a considerable challenge to how government at all levels operates and how to engage effectively with their communities and support effective service delivery.
| why_local_government_matters_report.pdf |
|
Customer-centric ICT platforms & reducing the cost to serve
A UK cartoon-like video that illustrates the possibilities of cloud-based ICT platforms in delivering customer-centric service solutions and modernisation and reducing the cost to serve in local government. The NSW government has offered local government in NSW access to their cloud-based platforms to improve councils' cost to serve and modernise services..
A UK paper on trends and opportunities in the use of digital technology in Councils.
|
| ||
|
|
A communication video on local authority services & performance improvement
A cartoon video that helps to educate the community on the wide range of services delivered by Irish local government and what has been done to improve cost to serve.
|