The KPMG and PSN report, Customer and Technology Transformation in Local Government, examines the benefits and challenges councils are facing in their transformation programs. Toni Jones, KPMG Local Government Lead, and Luke Heine from KPMG Enterprise discuss the findings.
"The top 3 priorities for local councils are addressing customer experience, digitisation and modernising their technology."
"Councils need to integrate their front, middle and back office systems and processes for optimal benefits."
"No single council has every single capability in house. We're seeing mixed models and skills sharing to ensure adequate resourcing."
"Take your people with you. Investment in change management is important."
Read further insights from the KPMG and Public Sector Network's Local Government Transformation Series Report: Customer and technology transformation program in local government.
©2021 KPMG, an Australian partnership and a member firm of the KPMG global organisation of independent member firms affiliated with KPMG International Limited, a private English company limited by guarantee. All rights reserved. The KPMG name and logo are trademarks used under license by the independent member firms of the KPMG global organisation.
Liability limited by a scheme approved under Professional Standards Legislation.
For more detail about the structure of the KPMG global organisation please visit https://home.kpmg/governance.