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public sector

Five ways to improve the customer experience in local government

27 Apr 2018

At Change Associates we have found from our work with the private and public sectors that becoming a truly customer-centric organisation requires vital building blocks which we have grouped under the following five areas.

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Optimising the Local Government Customer Experience

citizen_experience_Shutterstock
20 Apr 2018

Customer experience has become the arena in which twenty-first century organisations are competing, structuring themselves and shaping their strategies, with the bar being set high by organisations such as ASOS, John Lewis, Zappos. But how does this apply to the customers of local government? Can – and should - a resident’s experience of finding out the dates of their bank holiday bin collec...

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Making change happen in the public sector

change must happen
12 Jan 2018

As the pace of change continues to accelerate, so the type of change is also becoming ever more diverse. Digital, generational, cultural – each type of change brings with it new demands for new solutions. What remains consistent though is the now routine task of prioritising services in the face of funding reductions and this never becomes easier. At Change Associates we work across the UK publi...

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Building a major government department's procurement capability - a case study

23 Nov 2015

A reform review of a large government ministry concluded that the department needed to build on the strengths of its constituent elements and the wider Civil Service in a way that 'ensures the whole is more than the sum of its parts'. This meant devolving the previously centralised approach to procurement and capability management to five divisions. As part of this process, the department asked it...

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