The State of Customer Experience in Local Government

Most councils find themselves constantly reacting to problems as they arise, leading to inefficiencies, higher costs, and frustration for the community. But what if you could stay ahead of the curve? By shifting to a proactive approach, councils can anticipate needs, make data-driven decisions, and create a smoother, more connected experience for everyone—solving issues before they even become problems.

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THE PROACTIVE approach

What you will learn from this white paper

Learn how to move from a reactive to a proactive customer engagement model. We’ll walk you through a maturity curve that helps councils assess their capabilities, and show how using citizen activation tools like Snap Send Solve can strengthen connections with the community. By fostering more active engagement, you’ll improve how service requests are prioritised and resolved.

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What this report uncovers

This report dives into the key elements of customer experience (CX) in local government. It uncovers the challenges councils face when shifting from a government-first approach to a customer-focused model, and explores how digital transformation is reshaping service delivery.

How to maximise the return on your CX initiatives

Learn how to address the three key factors to elevate the effectiveness of your current CX initiatives and achieve stronger governance outcomes.

How to design the ideal customer engagement model

Explore the intricacies of the proactive engagement model in this report, designed to help you better address community needs as they emerge.

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Voices of local government leaders

Hear directly from local government leaders who are leading the charge in transforming customer experience. Discover how these leaders envision the future of customer service, how they’re using technology to reshape service delivery and build stronger connections with their communities.

“Latrobe City Council is proud to answer calls in a prompt manner. We ensure that we are always adequately staffed in our call centre and have worked closely with internal business units to encourage information sharing, to increase our first point of call resolution.”

Councillor Darren Howe

Mayor of Latrobe City Council

“The gold standard of customer experience in local government in the future will be an environment where advanced technology such as AI and cloud based customer service platforms are combined with a well trained, empathetic, high performing workforce."

Matthew Syke

Director Corporate Services

"I think servicing the community in a more transparent and efficient way will create some challenges as we try to maintain that human connectivity with our community. The key will be to harness those technology gains whilst still creating an atmosphere of human connection and trust."

Suzanne McColl

Customer Services Manager

"I think we will see more of proactive customer service through predictive technology in the next few years in efforts to improve customer experience."

Anna Cullen

Manager Customer Experience

Insights from the INDUSTRY

We've done the research
for you

Our team has pulled together insights from trusted sources like the Australian Bureau of Statistics, TechnologyOne, and leading councils. By combining data, reports, and strategies from government and local experts, we’ve created a valuable resource that sheds light on customer experience, governance, and digital transformation.

Download the white paper now to start building a proactive customer experience strategy that leads to real results.