From Citizen to Customer Whitepaper

Insights | 11 September 2019

Around the world the modern government agency is required to rethink its relationship with citizens and to start treating them like customers. For some agencies this represents a radical shift in how it sees the citizen and how it sees itself as an instrument of government policy. It can be argued however that while moving from citizen to customer poses risk to traditional public sector operating models it is in fact more aligned to the way a contemporary Westminster democracy should work. Such a radical shift however can require a new way of thinking. Agencies are therefore turning to the principles of Human Centred Design (HCD) to better deliver to the needs of their customers and stakeholders. In doing so creative and innovative solutions are being developed to common problems from hospital design to safer public spaces. To support this a new 4E’s© model is proposed to help guide agencies through what is for some uncharted territory.

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About The Author

Pat Guthrie

Pat has 20+ years’ global experience in delivering large scale complex, multi-million-dollar transformation programs. He has worked across various industries including banking, insurance, retail, transport, aviation and utilities. Pat has established and delivered programs for international blue-chip organisations, medium size enterprises and various government departments and statutory organisations.

Advising, facilitating, supporting and overseeing large-scale enterprise-wide transformations, Pat adds value to Executives and safeguards acceleration of business transformations. As Lead Transformation Consultant, he will focus on developing and instituting solutions to complex client issues that can be scaled across the enterprise, creating, developing and supporting structures for innovation and delivery of transformation programs.

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