Persistent cost pressures and the need to open up new digital channels means that local government organisations are having to fundamentally rethink how they provide services to citizens.
To address efficiency challenges and protect strategic operations, organisations are having to reduce expenditure while improving public-facing services and back office operations, such as HR, ICT and Revenues and Benefits.
Local authorities are increasingly looking to private partnerships and shared services as key strategies to achieving this. Together with cost savings and service improvements attained by standardised systems and processes and access to expertise and economies of scale, organisations can benefit from a range of benefits including innovation, investment, risk sharing and regeneration, as well as new service delivery models.
Councils must also embrace changing citizen behaviours and how they deliver services. Increasing emphasis is required in delivering services across multiple channels, providing citizens with face-to-face service and the facility to self-serve.