1. Determine what matters [and don't worry about the things that don't matter!]
2. Reset citizen expectations and innovate to realise them [understand what frustrates your customers and what you can do about it]
3. Cultivate a customer-centric culture [have frontline staff focus on customer outcomes rather than internal process]
4. Build and sustain momentum [start small, show value, do more]
To redesign customer journeys, it is necessary to understand what your customers need and what your organization is capable of.