Optimising Customer Experience in Local Government
A practical guide for Australian councils on improving resident experience: service design fundamentals, current AI deployments and pilots, safeguards, measures, a sample service journey, and a timed 90-day roadmap. Includes Collective Campus local-government case studies and independently sourced market examples.
Councils are under pressure to deliver clearer, faster resident services while budgets and headcount stay tight. This field guide is for council executives, CX and service leaders, and transformation or capability leads.
It covers what good customer experience looks like in local government, Collective Campus council engagements (labelled as our own work), current Australian and international market examples of CX and AI from public sources, practical improvements beyond chatbots, a sample residential planning enquiry journey, AI use cases and limits, privacy and accessibility safeguards, measures that matter, a 12-question self-check, and a timed 90-day plan (days 1-30, 31-60 and 61-90).
What's inside
- Six CX principles for local government
- Collective Campus council case studies from training.collectivecampus.io
- Market spotlights with live / trial / ended / vendor-claimed status tags and numbered sources
- Beyond chatbots: practical service fixes
- Sample planning enquiry journey and where AI fits
- Safeguards, measures, self-check and timed 90-day roadmap
Disclosure: this list is Collective Campus's independent assessment from public sources. Past client work did not influence it, and inclusion does not constitute an endorsement of our services by any of the listed executives or organisations. Collective Campus engagements described in this guide are labelled separately as our own work.