Is it time to move beyond
just customer service?

Do you need a Customer Experience Strategy to help you deliver the changes you need to make to improve customer experience and responsiveness across the whole of Council?And provide a more cost-effective and efficient service to your customers and reinforce Council as a trusted source of information?

Make life easier for customers through responsive services that build trust

Does your Council require a Customer Experience Strategy and Framework that is represented as a visual plan outlining your objectives and the associated initiatives that Council will undertake over the next two years to improve customer experience and how you will measure our performance over time? We have extensive experience working with local government in helping move beyond just a customer service strategy to a robust customer experience strategy, all staff are responsible for delivering.

How we help you improve
your customer experience

Building on what we learn by listening to our customers, we developed four overarching principles, your Customer Experience Pillars: Listen to the Voice of the Customer, Build a Customer-Focused Culture, Optimise Processes Information and Services and Improve Technology and Systems. These pillars highlight the areas of focus for Council as we work together to improve your customer’s future experiences.

Supporting the Pillars are a number of practical initiatives. These Initiatives are the steps you will take to create the desired outcomes for our customers and ultimately deliver on your Customer Experience Commitment. And to ensure you can measure improvement in your Framework, we outline how you will measure the level of your success.

Put customers at the heart of
everything you do

Customer experience refers to all the interactions our customers have with you over time. The customer’s ‘experience’ is what they take away from those interactions, it includes their perceptions and how they feel about the organisation as a whole. Customer service is just a single element of the customer’s overall experience.

Understand what’s most important

Find out what’s most important to your customers with research that clarifies, not confuses.

Engage your customers to realise improvements

Create a strategy that ensures every interaction creates a positive customer experience.

Create a culture of customer-centricity

Deliver improvements through a team who shares a set of attitudes, mindsets and behaviours that put the customer at the heart.


Clients we work with.

Understand your customers and improve their experience

Grow your revenue and minimise wasted investment by understanding precisely what your customers do and don’t want.

Meet Damian

As Proto CEO, Damian is responsible for driving our clients growth initiatives. He has a wealth of local and international experience with companies such as Diageo, Fosters and Telstra in senior management roles as well as co-founding Proto 14 years ago and leading over 200+ projects.

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