Treating businesses as customers

Businesses subject to city regulations aren’t customers in the traditional sense. They don’t have a choice. However, treating businesses as customers could create a lot of economic and public value. By adopting a “customer experience (CX) mind-set,” city governments can make business compliance much easier, boosting accurate, voluntary compliance rates. By adopting a human-centered design approach cities design systems with businesses existing behavior in mind, rather than requiring businesses to adapt their behaviors to use a new system.

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