Excellence in Frontline Service Delivery

 

In the ten years since the Modernising Government White Paper in 1999 the resulting e- Government programme and subsequent transformation agendas a massive amount of investment of time and money has been made by local authorities in frontline technologies; the IT systems that help staff (mainly those in customer services) provide a first point of contact with many local authority customers.

 

NWeGG’s Customer Service Managers Group commissioned a study into “the state of the region” in terms of what that investment looked like and the benefits it had (or had failed) to achieve.

 

This report:

 puts down a marker for the current position as regards how councils use their front office
capabilities, who uses which system etc
 opens a discussion about what councils want to/should do going forward
 identifies areas where councils can learn from each other
The report will form the basis of discussions for the Customer Service Managers network.

 

To view the report click here http://www.nwegg.org.uk/view_resource_cat.php?id=41&projectid=28