Excellence in Customer Service Case Studies

This collection of case studies (published December 2020) demonstrates how our Public Service is continually working to improve customer service and put our citizens at the centre of service design and delivery. It is intended that these case studies will inform customer service design and continued improvements in the future. The case studies demonstrate how public service collaboration, digital innovations, optimised use of data, and people and process innovations can deliver significant service level improvements for our citizens.

Excellence in Customer Service Case Studies

(pdf, 62 pages)

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