LSI supports central and local government agencies to improve how public services are designed and delivered. We focus on lifting operational performance, strengthening processes, and helping leaders turn strategy into results across complex public environments.
By combining clear analysis with practical delivery, we collaborate with teams to simplify systems, improve service quality, and create better outcomes for communities. Every engagement focuses on measurable improvement, stronger capability and lasting value for staff and service users.
Understanding The Challenge
Central and local government agencies operate within environments that are highly visible, heavily scrutinised, and often constrained by legislation or policy. They must meet rising expectations for transparency, fairness and consistency while managing pressure on funding, infrastructure, and workforce capacity.
Many agencies also face growing complexity across services that depend on multiple teams, systems, or partners. Manual handovers, unclear responsibilities, and variable processes can slow decisions or affect the quality-of-service delivery. These pressures can create frustration for staff, delays for customers and challenges for leaders who must balance compliance, service performance, and accountability.
LSI partners with public sector organisations to help address these challenges. We bring structure to complex issues, improve operational clarity and support agencies to deliver faster, more dependable, and more consistent services. Our work helps teams focus on what matters most for the people and communities they serve.
Common Challenges We Help Solve
Across central and local government, we often help clients address challenges such as:
- Slow or inconsistent service delivery that affects customer experience.
- Processes that are unclear, overly manual, or difficult to scale.
- Gaps in role clarity or governance that make accountability hard to maintain.
- Limited visibility of performance that restricts improvement efforts.
- Disconnected systems and teams that create duplication or delays.
How We Work In This Sector
Our work follows LSI’s Diagnose → Design → Deliver approach, ensuring every recommendation leads to practical improvement.
Each engagement focuses on clarity, collaboration, and achievable change.
1.
Diagnose
2.
Design
We design solutions with agency staff, aligning roles, processes, and governance to deliver better outcomes. Insights are translated into practical models that simplify decision-making, strengthen service quality and support clear accountability.
3.
Deliver
We stay involved through implementation, supporting leaders and teams to embed new ways of working. Our work helps agencies achieve sustainable improvement in service delivery, responsiveness, and organisational performance.
Where We Create Value
Our work spans key opportunity areas for central and local government agencies:
- Improving service delivery so customers receive faster and more reliable outcomes.
- Strengthening processes and workflows to reduce duplication and manual effort.
- Clarifying roles and governance to support accountability and consistent decisions.
- Building operational resilience across services under pressure.
- Supporting agencies to prepare for regulatory review or structural change.
These areas help agencies deliver services that are fair, effective, and responsive to community needs.
Our Impact In Action
Our work across the public sector has delivered measurable improvement in service coordination, responsiveness, and performance.
Redesigning a Resource Consents Operating Model
LSI collaborated with a council to address delays and inconsistency across its resource consenting process. The redesigned operating model clarified roles, simplified workflows and improved responsiveness for applicants and stakeholders.
Improving Planning and Customer Processing Turnaround
We supported a district experiencing rapid growth to improve customer service, planning processes and turnaround times. The work delivered clearer pathways, reduced rework, and more consistent service performance.
Developing Data-led Approaches to Service Coordination
LSI helped a government agency improve coordination across multiple service groups by introducing structured reporting, clearer escalation pathways, and consistent process standards. This strengthened visibility and improved the experience for both customers and staff.