Perspective series: Great expectations in hard times
Providing excellent service in the public sector isn't just about improving the way your service department operates.
Crucially, it’s also about how you deliver services in the community, in homes and on the streets.
Our report provides essential guidance for any public sector organisation seeking to understand what their citizens really want from them. We reveal that while the standards and expectations of customer service are not likely to alter over the next 10 years, the way that people want to interact with your customer service operations will.
Whether it’s by phone, email, online or through social media, this report sets out a blueprint for delivering excellent citizen service in the future. It looks at how to make timeless customer values stand up in the new world of social media and increasingly tech-savvy citizens, with expert insights and in-depth case studies from those on the front-line.