Partially digitising these systems is not a long-term solution – they are already resulting in gaps that increase complexity, response time and the need for manual processing, which negatively impacts both employee productivity and customer satisfaction.
In fact, data from our 2021 Local Government Digital Transformation Index revealed that 76 per cent of respondents ranked customer satisfaction as the highest priority for digital transformation.
Customer satisfaction and employee efficiency are often intertwined. For example, if a customer raises a problem with Council, they will judge performance based on their experience, council responsiveness, and how quickly the problem is dealt with.
Without the right systems supporting the council officers to do their jobs efficiently, they cannot deliver a superior customer outcome. For councils striving towards secure, sustainable and scalable digital service delivery, an organisation-wide digital transformation strategy is the key to unlocking that capability and providing the customer experience their communities expect.
That’s where support from a skilled partner network can be invaluable to build a business case and implementation strategy that can optimise the council’s digital investments.