The Council & Municipality Transformation Reference Group – APAC Chapter, powered by PRIME BPM, hosted its February 2026 Live Meetup, featuring an insightful session titled: “Creating a Customer-Centric Future: Aligning Strategy, Culture, and AI & Technology.”
The virtual meetup featured Richard Sheridan, Director City Performance at Bayside Council, who brought his extensive expertise in driving city-wide performance improvements with a customer-focused lens. Drawing on his experience implementing strategic initiatives that integrate cultural transformation and emerging technologies, Richard provided council & government leaders across the APAC region with practical insights on leveraging AI and technology to enhance public service delivery while fostering an adaptive organisational culture.
“To truly serve our communities, we must put the citizen at the heart of every strategy and decision,” said Sheridan during the session. “Aligning strategy and culture is essential to unlocking the full potential of AI and technology in creating services that are not only efficient but also deeply responsive to citizen needs.”
Key Discussion Highlights Included:
- Understanding customer-centricity as a foundation for transformational strategy
- Integrating AI and technology solutions with existing council culture for seamless adoption
- Overcoming challenges in aligning diverse stakeholder perspectives around a unified vision
- Empowering employees to embrace change through leadership and engagement
- Utilising data-driven insights to tailor services that anticipate citizen expectations
- Building resilience and agility into city services via continuous innovation
- Addressing ethical considerations and transparency when deploying AI in public sectors
The interactive session sparked dynamic participation from council leaders across the APAC region, fostering rich dialogue on practical approaches to harmonising technology, culture, and citizen-focused strategy amidst rapidly evolving demands.
About the Council & Municipality Transformation Reference Group
Facilitated by PRIME BPM, the Council & Municipality Transformation Reference Group is a collaborative forum for local government professionals involved in process mapping, system implementation, and transformation initiatives. The group provides a platform to share real-world insights, learn from peers, and accelerate improvement across councils in the APAC region.