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Local Government & Communities
Improving Customer Experience and Citizen Engagement in Local Government
Creating a platform to hear from the community, “to engage with us and to get buy in from them,” became a core part of the “communications and engagement strategy.” But before such a platform could be created, “we needed to communicate ‘the why’.” These days as a society “we are generally very time poor.” If someone was to engage with any service, particularly a government service or agency, they need to know “what’s in it for them and what they can gain out of it.” “We know that when people are clear about why they’re doing something, we tend to …
Local Government & Communities
Mitigating Cyber Security Risks in Local Government
"Implementing effective information controls and cyber training for staff should be at the forefront of cyber awareness for councils. This requires councils to establish appropriate systems to manage cyber security risk effectively, and to make better and more informed decisions.” Jacqueline Hiddlestone, IT Innovation Program Manager, Canterbury Bankstown City Council (NSW) “Councils need to establish a system to process, identify, analyse and treat cyber security risks seriously. If unaddressed, cyber risks could prevent councils from effectively achieving their strategic, operational and project objectives, as well as their statutory and community obligations.
Local Government & Communities
Data & Analytics in Local Government- Canada
Local governments manage large sources of information and data and are involved in a wide variety of work, much of it underpinned by data. In fact, data often allows various local governments to collaborate and was crucial during the height of the pandemic. Jazz Pablo, the Director of Information Services at the City of Kelowna in southern British Columbia, says that in order “to solve common problems,” particularly the large ones “that we see across the country” like homelessness and other forms of inequality, “we need to come together. It’s all about relationships. COVID has taught us that.” Data is …
Local Government & Communities
Improving CX and Engagement in Local Government- Canada
All large organizations, and public sector institutions in particular, generally have complicated, bureaucratic processes, developed over time. Some of these require a lot of repetitive employee input, whilst others were simply developed in a different age – before the digital age – and would benefit from an upgrade. These upgrades can take many forms, from Robotic Process Automation (RPA), to just a simple improvement or advancement in processes. This is a lot of new construction, and thus the City decided to conduct a “development services review,” designed to look at “how development functions interact and are coordinated, and to identify …
Local Government & Communities
Why customer experience in Local Government starts with a focus on employee experience
Local councils are largely customer-facing organisations and thus they know that they need to provide a good customer experience. However, they are also often large, bureaucratic organisations with legacy infrastructure and resources, and sometimes with employees who are not appropriately skilled for their roles. Research suggests that there is a link between the experience employees have while at work and how they treat their customers. To further explore this link, surveys and interviews were conducted with councils across the country. The interviews, surveys and other research also highlighted that to make real change, councils should focus on culture, communication and …
Local Government & Communities
Process Excellence and RPA in Local Government
All large organisations, and public sector institutions in particular, generally have complicated, bureaucratic processes, developed over time. Some of these require a lot of repetitive employee input, whilst others were simply developed in a different age – before the digital age – and would benefit from an upgrade. These upgrades can take many forms, from Robotic Process Automation (RPA), to just a simple improvement or advancement in processes. At Knox, “business improvement was really about making sure that we are able to justify our decision-making and make sure it is in the best interests of the community.” In many ways, …
Local Government & Communities
Asset Management – it’s a marathon, not a sprint
Local councils across the country hold a large repository of assets. Depending on the location and size of the council, these might vary from vehicles and buildings, to agricultural and maritime equipment roads and highways, health and waste products, playgrounds, museums, and any number of other assets. Redland City Council has a population of just under 160,000, has over 12,000 registered businesses, 335 km of coastline, and holds $2.8 billion of assets under management. Most of their assets are to do with some form of “service delivery, shelter, movement or social interaction – really, they are all about liveability.” By …
Local Government & Communities
Local Government: Improving Customer Experience and Customer Engagement
With a growing and changing population, David Kerr, the Director of Community and Belonging at Northern Beaches Council in Sydney, says that their council was only formed “four and a half years old through an amalgamation of three councils who effectively had no relationship with each other.” The councils had no relationship, but more importantly, the citizens also had little connection with the councils. So the most important thing that the new council started to do was to “actively listen to our customers, and to be empathetic to the concerns expressed by our customers.” That meant reiterating regularly and from …
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