Customer Centricity Report 2023
To achieve the best outcomes, it’s about people.
Technology alone is not enough. Yet, in a digital economy—putting customers first requires tech-enabled prowess. The objective of this report is to help councils more closely align with the needs of their community and open a dialogue about the digital path forward.
Most councils believe customer centricity and digital services are necessary, and are aware that they'll need to catch up - but for many it’s not an immediate investment and transformation priority. Community expectations and industry trends show this approach threatens councils’ standing and ability to remain cost-effective. Councils that don't invest in technology that will support customer centricity risk being left behind and creating a dissatisfied, disengaged constituency.