Bruce Dobson is the Director Customer Experience and Business Transformation at the City of Boroondara. He is leading a revolutionary $129M customer experience and business transformation strategy at this local government. This transformation will reconstruct every customer touchpoint and operation over a 15 year period to truly focus on customer centricity. And on this episode, Bruce walks us through the $129M program in detail, the challenges they've had implementing it so far, and how they plan to return $182M in savings as a result of implementing the business case.

Resources mentioned: 

• Leadership books by Patrick Lencioni (author)
• The Boroondara Customer First Program — overview (article)
• The Boroondara Customer First Program — business case (document)
• Michael Momsen (LinkedIn)
• Adam Jaffrey (LinkedIn)

Key takeaways (starts at 33:40):

1. Have a clear vision and executive buy-in
2. Have a plan and take ACTION!
3. Don't be afraid to work with external experts
4. Sell the ROI with a robust business case