Driven by budget pressures and rising expectations from citizens public sector organizations are currently undergoing a major change. They need to deliver more with less, but at the same time meet the needs of a more digitally-savvy audience. Achieving this relies on applying four key principles....
Local authorities across the UK are under constant pressure to increase efficiency and productivity, while delivering a high quality experience to the public. Birmingham City Council (BCC) is a prime example of an authority that is successfully transforming how it delivers customer experience.
The public sector faces key challenges around customer experience - it needs to continually become more efficient, citizen expectations are continually rising and individual public sector bodies are often extremely complex, offering a wide range of services.