Building a customer‐focused local authority – in Christchurch, New Zealand Available to Purchase

Recounts Christchurch City Council’s attempt to develop a comprehensive strategy through which all employees could focus on improving performance in the varied areas of service to its internal and external customers. Customer satisfaction and value for money were key objectives, though the Council’s intention was to achieve them through identifying “best practice” in the customer‐focused business performance improvement in a local government context. Offers an analysis of several features of the Christchurch improvement strategy considered to be of particular interest to people working in or with local government.