For local government in the role of regulator, customers are a ‘captured’ group – you can’t shop around for the council of your choice! Additionally, councils have to consider not only the individual customer here and now, but also how administering regulation shapes the communities of tomorrow. In an environment where we have to apply a wide range of prescriptive legislation, how do these considerations shape a possible approach to customer experience? I share my thoughts, learnings, and ongoing projects.