As residents’ expectations and technology evolve, so too must local governments. Leadership can take key actions to succeed in the new landscape | 🕒 5-min read.
As residents' expectations and technology evolve, so too must local governments. Customer centricity, cloud IT and innovation must be high on the agenda of leaders.
The pressures on local government to get key investment, resource allocation and delivery model decisions right have never been greater. Increasing demand for services, rapid technology change and the constant requirement to invest in asset construction and renewal are forcing local government to reconsider traditional business models.
In responding to these pressures and re-examining the way local government is run, leadership is contending with three key factors:
Other factors that individual local government must address include:
Many councils support outdated IT systems, set within a complex and inefficient infrastructure that is not keeping pace with current practices and is limiting their ability to grow. Local governments which have recognized their under-investment in IT, and are prepared to evolve the maturity of their IT function as well as upgrading to cloud-based technology, will create an advantage and be more agile.
Planning has not caught up with development and is largely still run on a functional/organizational level, rather than being service-led. But service-led planning will enable strategic direction setting, realistic cost assessments, individual staff KPIs, and appropriate funding for technology or outsourcing.
To succeed in this new landscape, we suggest the following key actions:
1ACELG (2015) “Service Delivery Review: A how to manual for local government”.