Despite challenging financial conditions, people still demand high quality frontline services. For public sector organisations this is a challenge as they simply can’t afford to run services on the same basis that they have in the past.
This means working even harder in 2014 to reduce complexity and needless processes – while still balancing increased service pressures with tighter budgets.
Embracing self-service and innovative multi-channel, mobile and social technologies will help, however there also needs to be a refocusing on those core contact processes that integrate end-to-end customer engagement - both internally across multiple systems as well as externally through the co-ordination of service delivery between relevant agencies and departments.
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