ALGIM supports councils to understand, measure, and improve how people experience services.

Building on our established CX Benchmarking programme, we now offer targeted support to help councils turn insight into practical, measurable improvements.

Our approach is flexible and right-sized — designed to deliver meaningful outcomes without large-scale investment.

CX Advisory & Improvement Services

We work with councils to identify where experience can be improved and provide clear, actionable steps to make it happen.

Customer Experience Roadmap

Develop a clear, organisation-wide approach to improving customer experience.

• Identify current gaps and opportunities
• Align priorities across services
• Establish a practical roadmap for improvement

Service Journey Review

Understand how services are experienced end-to-end.

• Map journeys across channels and touchpoints
• Identify pain points and duplication
• Prioritise improvements that reduce customer effort

Experience Health Check

A rapid assessment of service accessibility, clarity, and usability.

• Identify barriers and inconsistencies
• Recommend practical, achievable improvements

Feedback to Insight

Turn customer feedback into meaningful action.

• Review current feedback channels
• Strengthen insight loops and reporting
• Support continuous improvement

What this looks like in practice

We have supported councils to establish a structured, organisation-wide approach to customer experience following low performance in national benchmarking.

Over time, this has contributed to significant improvement, including movement from near the bottom of national CX results into the top 10.

When to engage us

• You have CX Benchmarking results and want to act on them
• Services feel fragmented across teams or channels
• You’re seeing repeat enquiries or customer frustration
• You need a clearer, organisation-wide approach to CX

Our approach

Our work is grounded in:

• Practical local government experience
• Evidence and insight
• A commitment to manaakitanga — ensuring services are accessible, respectful, and work for diverse communities

We work alongside councils and, where needed, bring in specialist expertise to support delivery.

Start a conversation

If you’d like to explore how this could work in your council, please get in touch for an initial discussion on cx@algim.org.nz