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Taking customer-centric government one step further
Last updated: October 22, 2022
One of the most impactful ways all levels of government can increase trust and advance equity is by being able to understand and prioritise everyone’s experience with the services and support they are using, writes Phillip Bland.
Across Australia, the customer experiences delivered by government agencies are having a direct impact on people’s behaviours, preferences, and even how they vote. For example, 53% of respondents to a recent local study said their experience with government affects how they vote, and 66% said it influenced their decision to get a COVID vaccine.
A new approach to engagement
Experience matters. And encouragingly, federal, state, and local government agencies are doubling down on their efforts to deliver customer-centric services. For these changes to be successful however, it’s critical for agencies to rethink how they engage and seek input from their communities.
Read the full article at Government News.