Local Government Service Innovation

Local Governments

Service Design

In collaboration with Town Team Movement and Local Government Professionals WA, and supported by the City of Vincent, we created a program to help local governments level up the services they offer to local businesses and communities. 

We piloted this program with a collaborative group of five inner-city local governments (City of Perth, City of South Perth, City of Subiaco, Town of Victoria Park and City of Vincent), working on strategic service priority areas including XYZ.

Cross-governmental and cross-functional teams of innovators conducted empathy work to better understand the needs of the businesses and residents they were designing for, then used service blueprints to map key user journeys and identify areas for improvement.

We then worked with teams to develop their improvement ideas into tangible prototypes, which enabled them to gather feedback from peers and from their real-world users outside of the session. Prototypes included a user-friendly space booking service, a streamlined bin ordering and delivery system, and a planning application form that automatically draws on existing data to simplify the process.

Following this successful pilot, we’ll be taking this program to other local governments who are keen to redesign the services they deliver. If you work in the local government and you’re interested in the program, please get in touch!

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