In an era of rapid technological advancement and shifting citizen expectations, city leaders may want to consider prioritizing something that is often overlooked: organizational culture. While it may end up being secondary to budgets, public safety, or infrastructure, a strong culture is the backbone of an agile, resilient, and citizen-focused local government. It boosts employee retention, fosters innovation, and enhances trust between government and the communities it serves.
Understandably, the culture within a government entity differs vastly from that of a tech startup or a corporate giant. It’s shaped by the values city leaders uphold and their vision for the future. To navigate today’s challenges effectively, embracing a customer experience (CX)-driven approach and fostering a digitally enabled workforce can prove to be a game-changer.
Revolutionizing Government with a Customer Experience Culture
Businesses have set the bar high for seamless, personalized experiences. Citizens now expect their local governments to operate with the same efficiency—whether it’s obtaining permits, accessing services, or receiving real-time updates. A strong CX culture ensures government services are intuitive, efficient, and accessible.
Take Sydney, Australia, where Chief Technology and Digital Services Officer Tom Gao led a complete website overhaul to enhance user experience. The initiative streamlined service requests through smart forms, dynamic content, and mobile-friendly interfaces. Says Gao, “…instead of having pages and pages of content for the community to read, we’ve simplified it with graphics so people can quickly scan and transact on them – on the go on their mobile and tablet devices.” The result? Faster transactions, reduced frustration, and higher citizen engagement.
By removing friction in their online systems, local governments can strengthen public trust and demonstrate a commitment to modern, citizen-centric governance.
Creating a Digital-First Culture
While a focus on CX is essential, true transformation requires an internal shift: developing a digitally empowered workforce. Many local governments remain burdened with inefficient legacy systems, lengthy manual processes, and required signoffs at many levels. To keep up with the rapid pace of innovation, every employee—not just IT teams—must be supported to embrace newer technology as part of their role.
The rise of low-code/no-code platforms has enabled staff to develop customized applications without extensive technical expertise. Employees also manage unprecedented amounts of data, requiring them to adopt a security-first mindset to protect sensitive information. To drive digital success, organizations must move from siloed departmental thinking to a 360-degree operational perspective, leveraging data for smarter decision-making.
Empowering Employees to Drive Change
Empowered employees take ownership of their work, driving innovation and efficiency. As an example, Toyota’s Jidoka principle successfully allows workers to halt production to fix quality issues immediately, preventing costly errors. Similarly, employees at government entities should feel empowered to flag inefficiencies or security risks, regardless of department lines. A culture that values proactive problem-solving helps prevent costly IT failures and ensures taxpayer dollars are invested wisely.
The Bottom Line: Culture Drives Retention, Innovation and Mutual Success
Public sector work is demanding, and high turnover only compounds the challenges. A thriving, inclusive culture fosters employee engagement and retention, reducing churn and strengthening institutional knowledge. When employees feel ownership over their work, they become invested in long-term success.
From modernizing services to building a future-ready workforce, a strong organizational culture is the key to navigating the challenges ahead. At InterDev, we partner with city managers and implement innovative solutions that enhance operational efficiency and citizen engagement. Let’s build the future—together. Connect with our team to start the conversation.
About Randi Russell
Randi Russell is an accomplished HR leader specializing in strategic human resource management to foster organizational growth and development. She directs all core HR functions, from Talent Acquisition, People Culture & Equity, to compensation and compliance, creating thriving workplaces that empower employees and drive business success.