Unlocking capabilities to uplift service experience

The Public Sector Network Local Government Roadshow 2024, in partnership with KPMG, highlighted key challenges and opportunities in delivering public value through digital innovation, sustainability, and physical infrastructure.

Although every council aims to centre its services around community value, finding the right balance between service delivery and complex stakeholder needs can be challenging. To help guide councils, KPMG introduced the Cities of Value framework, focusing on digital transformation, community-centric service design, and sustainable development.

2024's roadshow emphasised the use of digital technologies and data to improve connectivity, resource allocation, and community experiences, while maintaining trust through security and privacy. 

With increasing demands for personalised services, councils are embracing digital solutions while maintaining financial stability and addressing evolving community expectations.

Key themes that emerged throughout the roadshow include:

• Community centricity – prioritising the needs of the community in service design

• Collaboration and partnerships – engaging multi-sector collaboration across government, educational entities, private sectors, community groups, and non-profits

• Creativity and innovation – exploring new ways to enhance service delivery

• Technology and security – ensuring digital transformation doesn’t compromise safety

• People and culture – empowering councils to lead through workforce agility

Shifting from exploring the ‘why’ of transformation to the ‘how,’ the roadshow provided practical guidance on improving citizen, customer and community experience.

This report shares insights and case studies from local governments and private sector partners who participated in the event.

Read on to learn more about how your council can drive innovation, improve service delivery, and embrace digital transformation for future success!