Better served

This new 96-page report presents a wide range of evidence to support its argument that councils should bring all front office customer contact, whether face-to-face, by phone, through the website or other means, under the same governance and management.

By doing so, councils could start to make major savings. But this is not easy, challenging the traditional role of service departments in managing their own customers. The report shows that, where councils have sought efficiencies by setting up corporate customer services functions, key service areas have often been allowed to remain outside it, with the corporate website - the major source of potential savings - continuing to be managed separately from other customer channels.

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