Sir David Varney’s recent review of service transformation has put the use of channels of delivery of public services by central and local government at the heart of the efficiency agenda for UK government. A new Deloitte report Choosing channels: Optimising the channel mix in the UK public sector aims to provide organisations with a number of practical ways to improve their channel mix.

Many public bodies may be daunted by the scale of the Government’s vision for service transformation. But according to the Deloitte report, a series of smaller steps may not only be workable, but could actually accelerate Varney’s goal. The report identifies lessons for both central and local Government:

• By optimising the existing channel mix, such as encouraging the use of services online, organisations can deliver productivity gains quickly.
• Gains can be reinvested in redefining an organisation’s channel strategy.
• Organisations should execute this alongside a package of measures and incentives to encourage channel shift among the public.

Mike Turley, UK Public Sector Leader at business advisory firm Deloitte, said: “Given the vast range of services offered by the UK public sector, there is no magical solution. Significant savings can be generated quickly by focusing on people and working practice intervention, without the need for complex investment in technology. Good customer segmentation, simplified service delivery and better use of channel migration strategies can all promote channel optimisation. Our aim is to provide organisations with a number of ways to improve their channel mix and achieve their priorities.”

For a copy of the report please visit: www.deloitte.co.uk/gps/choosingchannels

ENDS

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