We needed to translate the scope of Council’s service offerings into categories that are meaningful to customers and correlate with their high-level goals.
We found that customer interactions fell into the following 9 categories, regardless of their specific aims.
Our customers want to:
- get information
- use Council facilities
- get permission
- access community services
- tell Council something
- be represented
- get something fixed
- pay for something
- enjoy a certain lifestyle.