WHITE PAPER: Applying Service Design methodology in Local Governments

Local governments are constantly challenged to do more with less amidst increasing demands from customers and tighter regulations. It is paramount that local governments ensure their services accurately address the changing needs and expectations of their customers, today and in the future.


White paper webimage_borderApplying service design methodology can assist local councils in placing the experience goals of the customer and users at the centre of the design process to achieve the highest levels of customer satisfaction.

From this white paper, you’ll learn:
· What is service design and how can it be applied to local government

· The 5 core principles of service design
· Questions to kick start your service design transformation
· Service design in action at Service New South Wales example


Every day, everywhere in Australia and beyond, NEXA is helping to make more than 100,000+ customer interactions matter.

The magic behind SNSW is that we have the human interface on the frontline and really smart data behind the scenes.
Victor Dominello, Minister of Customer Service

The NEXA project team were extremely insightful and understood both our clinical and technical requirements.
 Informatics and Data Manager, Prince of Wales Hospital

NEXA always delivered on their promises and in many cases exceeded expectations.
Ben Oxford, Curtin Connect Project Lead