Workshops for councils and public agenciesThe resident feels the service. The record holds the data.
For the executive who owns a service, the team who runs it, and the person who answers for information. Bring one resident service and the rule you already have.
- One resident service
- Records and the front line together
- In person or remote
Government
Public work has a resident on one side and a record on the other
A council can map its own structure and call it a customer view. The resident still waits at the handoff. A public agency can start an AI pilot with the same gap: nobody has written what staff may type into a tool, and nobody in the executive owns the answer when a resident asks.
Yarra Ranges Council used Collective Campus for design thinking in day to day work, and later ran two customer experience workshops for leaders. The City of Whittlesea ran customer experience workshops across services residents actually use, from kindergarten enrolment to hard waste. Glen Eira City Council commissioned an innovation assessment, then a session on automation, AI and data in local government. Liverpool City Council ran customer experience and a day on the intranet, from the resident and the staff user inward. City West Water, Coliban Water and Water Corporation have used design thinking and lean startup inside public utilities. The workshops below are those programmes. Pick the one that matches the service in front of you.
- Yarra Ranges Council: design thinking for staff, then customer experience for more than one group of leaders.
- City of Whittlesea: customer experience across eight services, including kindergarten enrolment, hard waste, building planning and animal registration.
- Glen Eira City Council: an innovation assessment, then training on automation, AI and data.
- Liverpool City Council: a full day on customer experience, and a full day on the intranet for the people who own the sites.
- City West Water and Coliban Water: design thinking and innovation methods for staff teams. Water Corporation: lean startup for a product and innovation team in a regulated public body.
◆ Teams we have worked with ◆
Government
What is in the way
Resident information in a public tool
Staff will try the tool on a real enquiry because the queue is long. The records system is the place that enquiry belongs until someone writes an exception.
A map of the organisation, offered as the service
Whittlesea and Liverpool started from the resident and the staff user. A map of departments does not tell you where the service breaks.
An assessment with nobody named
Glen Eira asked for an innovation assessment so leaders could choose where to spend time and money. The useful output is a short list with an owner.
A pilot with no acceptable use
Glen Eira also looked at AI in local government, including chatbots and customer service. The pilot needs a sentence on what staff may enter, before the vendor demo.
Workshops
Book the programme that matches the problem
AI governance
Write acceptable use for one service: what staff may put in an approved tool, what stays in the records system, and which executive answers for it. Glen Eira's AI session is the kind of conversation this day has to land.
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AI training
Train the staff who run that service, on the enquiry they already handle, with the data rule in the room. A briefing for the whole agency is a different event.
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Customer experience
Yarra Ranges used this with leaders. Whittlesea used it across resident services. Liverpool used it to see the council from the outside. This is the workshop when the service is the problem.
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Design thinking
Yarra Ranges, Coliban Water and City West Water used design thinking on a live problem the organisation already had. Bring the service and the constraint you cannot ignore.
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Lean startup and product sprint
Water Corporation used lean startup inside a regulated public utility. Use it when an initiative is about to be funded and nobody has checked the assumption with a resident or a frontline team.
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Critical thinking
A chatbot answer about a resident, a bin night or a permit can sound official and be wrong. This is the workshop for the people who have to notice.
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Productivity
Public teams lose the week to meetings and then stay late on the service. This session is about the calendar and the tools, on work that already has an owner.
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Agile
Use this when a digital or service team already runs the rituals and the release still waits on a steering pack. Water Corporation's problem was speed inside a public constraint. The fit is the same.
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In the room
What the team should leave with
- One resident service, named, with the team who runs it in the room.
- What staff may type into an approved tool, and what stays in the records system.
- The executive who will answer for that rule.
- The staff cohort who will practise it, and the workshop they are booked into.
Government
Questions from this kind of team
Does this work for a council and for a utility?
Yes. Yarra Ranges, Whittlesea, Glen Eira and Liverpool are councils. City West Water, Coliban Water and Water Corporation are public utilities. The shared piece is a resident or customer, a record, and a team who can change the service.
Can we start from complaints we already hold?
Yes. Whittlesea and Liverpool started from services and users they could name. Bring the complaints, the drop off, and the frontline people who hear them.
We have an innovation assessment already. What next?
Glen Eira used an assessment to decide where to spend effort. The next purchase is one workshop on the service you chose, with an owner in the room. The menu above is that choice.
In person or remote?
Both. Liverpool ran full days virtually. A service team that shares a depot or a civic office should take the room.
Industries
Other industries
Legal
For partners, professional development and the lawyers who will use a tool on Monday. The session is built around a matter type you bring, and the rule for what may leave the file.
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Financial services
For risk, learning and the people on the desk. Bring one workflow, the customer data it touches, and the person who is allowed to approve a tool.
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Healthcare
For clinical governance, the operators, and the people who want a tool in the building. Bring one workflow and the information that must not leave the record.
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Real estate
For asset, leasing and the people who brief the board. Bring one portfolio problem and the information in the lease file that a tool should not see.
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Tell us the workflow and who can say no.
Name the team, the constraint, and whether you want the room or a remote session. We will tell you which workshop fits.