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 connections (or collaboration).

This paper explores in detail the connection between employee experience and customer experience, and what councils can do to improve them. Taken together, the principles and recommendations outlined in this paper are designed to enhance the experience of customers interacting with councils by enriching the experience of the employees within those councils.

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