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Reengineering service design at Department of Transport WA: Creating a single point of access for all transport services to drive a seamless customer experience
In this case study, Steve Mitchsinon, A/ Driver and Vehicle Services General Manager, Department of Transport Western Australia (WA), explores the tools his team is using to identify customer needs and pain-points and how they have progressed with reengineering their service design through collaboration across departments.
In this interview transcript, Kirrilly Rowan, Manager, Customer Service, Toowoomba Regional Council, explores lessons learned from her organisation's CX journey to date and the steps they are taking to design services with the customer front of mind.
This article explores seven key steps government organisations can take to design end-to-end customer centric services and transform the culture of government so that citizens are seen as partners.