Program overview

In the local government environment, leaders and professionals are required to balance the needs of upholding compliance and regulation (e.g. saying “no”, or issuing an expiation notice), while balancing the expectations of delivering a great customer experience.

This program enables you to identify the dynamics at play where there is tension between needing to meet compliance requirements, meeting strategic objectives and maintaining strong customer relations within the community. You’ll learn the approaches, skills and behaviours that you can use on a daily basis to navigate this situation and be known for providing excellent customer service and improved performance, while meeting required levels of regulation.

Suitable for:

  • Officers, Coordinators, Team Leaders and Senior Managers responsible for leading, driving and implementing change projects or initiatives

Key learnings:

At the end of this program you will be able to:
  • understand the current dynamic in local government between the compliance and regulatory function and the service expectations of your customers and stakeholders, as well as the effect of that relationship on delivering customer service, ensuring compliance and creating value
  • develop a strategic, high-value service approach based on key service beliefs
  • understand and manage customer expectations in a variety of complex situations
  • develop the skills to hold constructive conversations that build trust with customers, add value and increase voluntary compliance
  • use a range of skills to be seen as a trusted advisor who is able to reinforce and create a high-value service approach which maintains strong relationships while achieving outcomes.


  Tahlia Willey

Network and Program Officer
p: 08 8291 7994

Mailing Address:  5 Hauteville Tce EASTWOOD SA 5063   Phone: 8291-7990;   Fax: 8451-1568   E-mail:

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