Optimising customer experience in local government - The changing role of customers, employees and leaders in local government


What customer experience lessons can local government take from the private sector? In a relationship of limited choice, can investing in improving the customer experience help councils make much-needed savings?   


Where once, good customer service was considered a point of competitive advantage, today it’s become a basic requirement, with nine out of ten organisations planning to compete primarily on the basis of customer service excellence. 

How does this apply to the customers of local government?

Can – and should - a resident’s experience of finding out the dates of their bank holiday bin collection compare with their latest ASOS order and return?

How does a local business’s online planning application compare with their latest request for car insurance?

This report looks at customer experience in the private sector and highlights lessons for local government.

Last updated: 6 Sep 2018