Successful customer contact operations

Every public service organisation is looking to reduce costs but not all realise the opportunity to improve the customer experience at the same time. Paul Smedley, chair and founder of the Forum advocates that organisations look at the whole customer journey

Innovators show how to create efficiencies by reducing customer effort in public service and making public service a great place to work. Professional Planning Forum director Paul Smedley reports.

Councils have the opportunity to achieve substantial savings by implementing better customer management, writes Vicky Sargent, author of Socitm’s Better Served report