Service Reviews with a difference

Local governments deliver a range of services to meet the needs and wants of their communities, including external services such as waste collection, childcare services, parks maintenance and development application processing.

Too many service reviews are undertaken to tick a box rather than to improve the service in a much more customer-centric way. Our approach addresses this shortcoming.

Why conduct a
Service Review

Local governments are under increasing financial pressure with an ever-widening gap between revenue and expenditure. At the same time, they are expected to be environmentally and socially responsible and provide a wide range of quality services. Our Service Review framework helps you clarify the needs of your community by using an evidence-based approach to assess how efficiently and effectively you are meeting those customer needs. We then use this information to assist you in determining what changes to make to service delivery that will provide benefits to all stakeholders and be financially sustainable.

Where is the customer in Service Reviews

Too many service reviews leave out the most critical component of any service... the customer. They focus too heavily on the efficient delivery of the service and leave out the human impact of how that service was indeed delivered. Our approach is to use Human Centred Design to place customers and employees at the centre of any review and provide a more rounded and valuable review that will align with your overarching customer experience strategy.

Ensure your service delivery
lives up to your promise

Our customer-centric local government service review involves thorough assessment of services from citizens' perspectives, identifying areas for enhancement, and implementing changes aligned with community needs and preferences.

Respond to changing customer priorities and needs

We help you bring fresh eyes, a depth of local government experience and technical capability to conduct a thorough analysis and offer realistic and targeted recommendations for improvement.

Determine the right mix of services

We work with your internal corporate and service management professionals in a way that recognises and enhances your in-house skills and experience and helps you improve your mix of services quicker.

Align the services with the council’s vision

We help you ensure that services and facilities meet community needs and wants as well as into the future and align with your customer and overall business vision.


Clients we work with.

Understand your customers and improve their experience

Identify the customer outcomes that reflect your customer’s needs and how customers would like to experience engaging with Council.

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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