In jurisdictions where digital services have been successfully delivered and benchmarked, it has been found that online channels account for 85% and up to 100% of all transactions within 12 to 18 months of launch.

For Councils to keep pace with the changing customer expectations and to maintain a reputation for customer service excellence, they need to ensure their digital channels are more responsive, personable, seamless and accessible to a wider range of customers that increasingly expect to be able to do business with the Council from anywhere, anytime and on any device. 

How does a reduction in the total number of service providers or service options improve choice for those seeking support services?

The challenge in maintaining choice and diversity in the sector is seeking ways to improve business efficiency and be viable to avoid the need to reduce services or merge.