In the context of significant budget cuts and increasing scrutiny from citizens, the public sector remains focused on driving efficiencies and accountability while remaining customer-centric. To deal with the challenges, public sector bodies are redesigning services, adopting new ways of working and making smarter use of ICT.
Key themes are:
- Collaboration: Increasingly, the public, voluntary and private sectors are coming together to build partnerships based on best practice in technology, processes and people.
- Tailoring services: Citizens simple access to services across multiple channels, consistent delivery and speedy resolution of issues. In response, organisations are embracing channel shift, developing greater consumer insight, training customer-facing staff and re-targeting services.
- Increasing transparency: Open and honest communication is a hot topic and the public sector is keen to provide more information on services, finances and procurement processes, and to involve citizens in its decision making.