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PwC US to certify more than 85,000 staff in critical thinking and judgment·The APS has put more than 110,000 public servants through AI training·Sunnyfield rolls out an AI policy assistant to its frontline disability workforce·Sunlife brings Gemini to its advisors across five Asian markets·BDO UK puts human skills alongside AI in its first firmwide Learning Week·Agoda gives people tokens to experiment and still wants the draft read·Qantas is redesigning the work behind the airline with AI built in·WongPartnership is putting AI tools and training in front of the whole firm·Addleshaw Goddard tested legal AI with 400 people before giving it to 3,400·JPMorganChase is taking Claude Code beyond its engineers one stage at a time·Yuanta wants 20 of its own people to carry the teaching·La Trobe has given all 3,500 staff ChatGPT Edu before its students·PwC US to certify more than 85,000 staff in critical thinking and judgment·The APS has put more than 110,000 public servants through AI training·Sunnyfield rolls out an AI policy assistant to its frontline disability workforce·Sunlife brings Gemini to its advisors across five Asian markets·BDO UK puts human skills alongside AI in its first firmwide Learning Week·Agoda gives people tokens to experiment and still wants the draft read·Qantas is redesigning the work behind the airline with AI built in·WongPartnership is putting AI tools and training in front of the whole firm·Addleshaw Goddard tested legal AI with 400 people before giving it to 3,400·JPMorganChase is taking Claude Code beyond its engineers one stage at a time·Yuanta wants 20 of its own people to carry the teaching·La Trobe has given all 3,500 staff ChatGPT Edu before its students·
// Guide

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.

· 16 pages
Optimising Customer Experience in Local Government
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Optimising Customer Experience in Local Government

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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.

Optimising Customer Experience in Local Government | The S Curve