Redesigning services to ensure they better meet customer needs and expectations and deliver good outcomes for customers and the community is not easy. 

Redesigning services requires looking at services from the perspective of customers, developing innovative solutions to meet customer and community needs, and may require organisational change to support new forms of service delivery.

With any service redesign there will always be vested interests, resistance to change, and genuine concerns about whether the new services will deliver better outcomes than the existing services. 

However if the change management process is done well, redesigned services will deliver better services, better outcomes for communities, greater satisfaction for customers and employees, and a reduction in costs, delays, waste, rework and congestion. 

It will contribute to a public service that citizens and public servants alike will be proud of.