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): Have a clear vision and executive buy-in Have a plan and take ACTION! Don't be afraid to work with external experts Sell the ROI with a robust business case See omnystudio.com/listener for privacy information.