20-Year Customer and Services Strategy


Client:  Local Government Council​

Project: Over 1000 staff supporting over 350,000 residents.  ​

Project Trigger:  Our client was a large local government, with an estimated resident population in excess of 350,000. The Council is expecting a further 25 years of sustained growth.  The City currently consists of over 40 suburbs, with distinct socio-economic diversity between long established residential areas, including disadvantaged urban areas and new residential developments with very different needs and expectations.  The Council needed to understand the external pressures of growth and to establish a clear, sustainable strategy for developing a future-proof organisation.   

Our Scope

To understand what the organisation would look like in the longer term so the decisions made would serve the future needs of community and deliver appropriate customer services functions. The project included assessing the nature and needs of the organization at the point when the city would be totally developed and have a population of over 500,000. ​

Project Outcomes

  • A model for major staff and service locations including administration centre, main customer service points and work depots. ​
  • Recommendation to secure the necessary property locations to meet community needs. ​
  • Extensive insight into advantage and disadvantages of centralised and decentralised organisational models, consideration of culture, harmony and efficiency and service delivery to the community including different areas and target groups.

Our Value

Insight into future customer requirements and service delivery models in a growing local council area so that long term planning can be considered and costed in strategic planning cycles. The report ultimately contributed to a submission related to the State Government’s ‘Fit for the Future’ assessments. ​

Thank you for reading this far! For more on how we work with our Partners, just email welcome@activedirections.com.au.

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