Customer goals

Why do our customers interact with Council?

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.