Customer-centric solutions are achievable only when we genuinely put customers at the core of our analysis.
This begins with understanding them—their needs, problems, and the scenarios in which they interact with us. For instance, in local government, customers might contact us for services like waste collection schedules, rates payments, planning approvals, or community programs. Conversely, we might need to reach out to them for reminders, surveys, or urgent community updates.
Each of these touchpoints reflects diverse customer needs and priorities that evolve over time. A young family might prioritise playground facilities and childcare programs, whereas an elderly resident may value accessible transport options and healthcare services. Communication methods also vary—some prefer face-to-face interactions, while others expect online portals or mobile notifications.
However, in practice, the reality often diverges from this ideal. Departments within a local government typically outline their own needs independently, and software vendors focus on meeting these fragmented requirements. The result? A solution labelled as “customer-centric” that actually centres on departmental priorities rather than the customer’s journey.
Perhaps we’ve been getting it wrong from the very start. A truly customer-centric solution requires a shift in perspective—one that unifies departmental needs while keeping the customer’s experience as the guiding principle. Such an approach not only simplifies the customer experience but also aligns internal operations around shared goals.
