Transforming customer experiences in public services

The public sector face distinctive challenges in the design and delivery of customer services. Not only do public services have to deliver equitably to a ‘captive’ audience, there is increasing budgetary pressure to do more for less.

We have a track record of working in a range of public service areas from taxation, housing, and social wellbeing to transport, court and justice services, and the arts.

Whether it be through surveys, qualitative exploration, customer journey mapping, or workshops, we deliver real customer understanding into what customers value, where action can be taken, when and how to introduce innovation, and how spending can be prioritised to improve service delivery.



Executive Director, Wellington

Our thinking

Case Study – Bringing the customer’s voice to service delivery audits
How well an organisation manages customer complaints points to how committed it is to service delivery that meets people’s needs. To ensure its service delivery performance audits were citizen focused, the Office of the Auditor-General (OAG) needed to hear from those making complaints to two government agencies. Colmar Brunton was asked to help with this.
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