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In the Public Service; TLC – Think Like Customer

A live session exploring how governments can embed customer-centric thinking into the design and delivery of public services. Drawing on decades of experience across planning, community services, local government leadership, and human‑centred design, Martin will unpack what it truly means for public servants to understand and serve a diverse cohort of customers residents, families, businesses, vulnerable communities, developers, councillors, and government itself. Participants will gain practical insights into:

  • Understanding citizens’ needs, expectations, and lived experiences
  • Balancing individual demands with the broader public good
  • Designing services that are accessible, responsive, and trusted
  • Embedding customer‑centric thinking into everyday decision‑making
  • Learning from leading public sector organisations that have successfully adopted TLC principles

Through real examples and lessons from complex public sector environments, Martin will demonstrate how adopting a Think Like Customer mindset can improve service quality, strengthen public trust, and deliver better outcomes for both citizens and government.

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Webinar Date & Time:
Thursday, July 2nd | 8:00 AM EDT/ 8:00 PM AWST

This webinar falls under the "DESIGN" dimension of the 4Ds+ Framework

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 About the Speaker: Martin N Mileham

Martin is an architect, governance specialist, and strategic consultant with extensive international experience across public and private sectors. He holds a Bachelor of Architecture from the University of Western Australia and is a graduate of the Australian Institute of Company Directors. As Co-Director of Mileham Pty Ltd, he provides advisory services in architecture, governance, design, and approvals. His career includes senior leadership roles in Australia and abroad, including Executive Director for Strategy, Policy and Projects for the Government of Western Australia, Director of Planning, and CEO of the City of Perth. He has also held senior roles with NORR Group in Dubai, contributing to landmark projects such as the Burj Khalifa and developments on The Palm Jumeirah.