The 2024 Connected Citizen Survey

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Purple banner promoting our 2024 Connected Citizen Survey with cartoon of Beetrix the Bee and a woman using a tablet

Introduction

Hi there and welcome to Symphony3's Connected Citizen Survey for 2024!

We are on a mission to assist in improving local government digital service delivery. This includes the development of benchmark information that we will share with the sector.

This survey will build on our 2023 report and survey findings. Our 2024 report will focus on how councils are optimising service delivery, gaining internal efficiencies, and becoming more citizen-centric. We also look at the technologies and skills needed to deliver this transformation. The findings from this short survey will provide vital insights to be used in the report.

Share your voice and get your copy

The survey will take about 5 minutes to complete. If you have a bit more time we would encourage you to provide some comments and opinions at the end of each section.

Once the report is published we will send you a copy.

This year's report will:

Examine local government progress in improving customer experience
Investigate where and how councils are optimising service delivery
Shine a light on what issues are keeping CIO's up at night
Showcase best practices in the sector
Provide digital transformation recommendations that can be implemented immediately

To submit a response you must be a current local government employee with a local government email address. All submissions will be anonymised.

Thank you for your assistance.

Strategy

Please rate the accuracy of these statements for your organisation on a scale of 1-10, with 1 being non-existent and 10 being 100% accurate for your organisation.

Questions	1	2	3	4	5	6	7	8	9	10
We can convert our digital strategy deliverables to measurable service delivery activities	1	2	3	4	5	6	7	8	9	10
Our CEO is a champion for digital transformation and leads the initiative	1	2	3	4	5	6	7	8	9	10
We have modern IT expertise at our executive level, ensuring our technology decisions are future proofed	1	2	3	4	5	6	7	8	9	10
Our organisational structure reflects how we deliver services in the digital age	1	2	3	4	5	6	7	8	9	10
Digital enablement is included in every strategy in our council plan with a focus on organisational performance and service delivery	1	2	3	4	5	6	7	8	9	10

How would you summarise your council's digital strategy?

Customer Experience

Questions	1	2	3	4	5	6	7	8	9	10
Citizens can interact with council on their mobile phone 24/7, including communication, consultation and service delivery	1	2	3	4	5	6	7	8	9	10
Citizens interact with a single personalised digital environment that anticipates what they want to see and do across all customer touchpoints	1	2	3	4	5	6	7	8	9	10
Our community can access better information about council performance than they could 5 years ago	1	2	3	4	5	6	7	8	9	10
Information can be collected from the public via the web (e.g. online form) and is automatically sent to all relevant council systems and workflows	1	2	3	4	5	6	7	8	9	10
Community engagement is council-wide and extends beyond traditional community consultation (in person and online surveys) to truly engage citizens in the decision making process	1	2	3	4	5	6	7	8	9	10

Tell us about how your council is improving its customer experience

Optimisation

Questions	1	2	3	4	5	6	7	8	9	10
Better data availability and the ability to measure key metrics has improved accountability and decision making	1	2	3	4	5	6	7	8	9	10
We have proactively updated our processes to take advantage of modern technologies	1	2	3	4	5	6	7	8	9	10
We have focused on using digital technology to improve the services that our community use most often	1	2	3	4	5	6	7	8	9	10
Our staff are more effective than in previous years as we have better data available to measure outcomes	1	2	3	4	5	6	7	8	9	10
Use of data and business intelligence has resulted in measurable cost savings and efficiencies	1	2	3	4	5	6	7	8	9	10

How has technology helped your council optimise services?

Trends and Future-Proofing

Questions	1	2	3	4	5	6	7	8	9	10
Our Leadership and IT teams are preparing for how AI will impact the organisation in the next 5, 10 and 20 years	1	2	3	4	5	6	7	8	9	10
Council must take a leadership role in helping its community navigate major societal challenges (such as dealing with climate change and AI technology)	1	2	3	4	5	6	7	8	9	10
Our digital transformation projects extend beyond day-to-day issues and include initiatives to tackle future challenges (e.g. climate change, population changes)	1	2	3	4	5	6	7	8	9	10
We adopt a partnership-based approach to tackling future challenges and work collaboratively with other councils	1	2	3	4	5	6	7	8	9	10
We screen for vanity projects when deciding which future-focused digital initiatives to undertake	1	2	3	4	5	6	7	8	9	10

What future trends will most impact your community in the next decade?

People and Culture

Questions	1	2	3	4	5	6	7	8	9	10
We seek staff with modern skills - this includes recruiting from outside of local government and funding learning in modern digital skills	1	2	3	4	5	6	7	8	9	10
Staff are empowered with modern technology and can access internal services anytime, anywhere	1	2	3	4	5	6	7	8	9	10
We have strong, modern IT skills in our organisation (integration skills, AI skills) that enables innovation and optimisation	1	2	3	4	5	6	7	8	9	10
We have modern ways of working; including agile, cross-departmental groups	1	2	3	4	5	6	7	8	9	10
Our staff are encouraged to brainstorm and prototype solutions, and failure is accepted as part of the learning process	1	2	3	4	5	6	7	8	9	10

What new skills and behaviours must councils develop among its workforce to thrive in the future?

Technology Foundations

Questions	1	2	3	4	5	6	7	8	9	10
We have moved from one major on-premise system, to using multiple leading cloud-based systems that can be connected together	1	2	3	4	5	6	7	8	9	10
Security is embedded in how we deploy technology and we adhere to best practices such as the Essential Eight	1	2	3	4	5	6	7	8	9	10
We are using advanced digital technologies such as AI, Internet of Things and predictive analytics that are delivering value to the organisation	1	2	3	4	5	6	7	8	9	10
Our data (property, assets and people) is structured and organised to optimise customer experience and interactions	1	2	3	4	5	6	7	8	9	10
We embrace modern integration tools, techniques and an API first approach	1	2	3	4	5	6	7	8	9	10

What technologies are having the most impact in your council?

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Job Title

Organisation

The 2024 Connected Citizen Survey

Introduction

Introduction

Share your voice and get your copy

Strategy

Customer Experience

Optimisation

Trends and Future-Proofing

People and Culture

Technology Foundations

Your details

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