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Customer Experience

Councils: the real lever isn't cost cutting, it's smarter, more efficient service delivery

Rate caps are tightening, community expectations are rising. Cost-of-living pressure means every rate increase gets scrutinised. Faced with this squeeze, the instinct in many councils is to reach for the same lever: cut costs, freeze a vacancy, trim a program, delay a project.This is an understandable response, but it's also the wrong lever to pull first.