Why should Local Government be customer-focused?

Local government plays an essential role in providing services to the community. From providing waste management to issuing building permits, local governments are responsible for delivering a wide range of services to their constituents. 

But often, the focus of local government can be on the tasks and functions rather than the people they serve. This is why it’s crucial for local government to adopt a customer-focused approach, where the needs and desires of the community are put at the forefront of decision-making.

Here are some reasons why Local Government should be customer-focused:

1. Improves Community Satisfaction

By adopting a customer-focused approach, local government can improve citizen satisfaction. By focusing on the needs and desires of the community, local government can develop services and programs that are more responsive to citizen needs. This leads to better service delivery, higher community satisfaction, and increased trust in government.

2. Enhances Public Participation

A customer-focused approach also enhances public participation. By actively seeking feedback from citizens, local government can involve the community in decision-making processes. This leads to more transparency, better communication, and greater community engagement.

3. Increases Efficiency and Effectiveness

A customer-focused approach can also increase efficiency and effectiveness. By understanding citizen needs and desires, local government can tailor services to be more efficient and effective. This leads to better use of resources and more efficient service delivery.

4. Builds Stronger Communities

Finally, a customer-focused approach can help build stronger communities. By focusing on the needs and desires of the community, local government can develop programs and services that are more responsive to community needs. This leads to a stronger sense of community and greater social cohesion.

In conclusion, local government should adopt a customer-focused approach to improve citizen satisfaction, enhance public participation, increase efficiency and effectiveness, and build stronger communities. 

By understanding citizen needs and desires and tailoring services accordingly, local government can better serve the community and foster a sense of trust and engagement with its constituents.

Now is a great time for local government and Councils to get onboard and find new ways that make them not only more effective, but also more efficient in what they do.

We cover off the core capabilities employed by high performing organisations and more in our new book coming out in May 2023 titled ‘Leading the Customer-led Revolution’.  

If you’re not yet on the wait-list, don’t suffer FOMO – get in the know here.


Peter is a global leader in transforming SMEs, large businesses + organisations through the eyes of their customers. As a customer strategy catalyst, he brings over 25 years of experience in consulting projects for both commercial + government organisations in the UK, Australia + throughout Europe. 

With unrivalled global business credentials + an enviable cross-industry portfolio – American Express, Terry White Chemmart, PPQ, EFTPOS, RICOH, HMRC, Murray Regional Tourism + News Limited – he is known to be one of the founding technicians of customer-led change, with a style that is engaging + thought-provoking.