Service delivery options in an age of austerity |
Based on Deloitte experience with customer/channel strategy in the UK public sector, this paper proposes a blueprint for public bodies to use when considering their customer interactions. The blueprint manages customer demand at source, steers customers towards the best means to serve themselves and reserves appropriate channels for those customers who are most vulnerable and in the most need.
Allan Mills
Jonathan Rees
Material on this website is © 2012 Deloitte Global Services Limited, or a member firm of Deloitte Touche Tohmatsu Limited, or one of their affiliates. See Legal for copyright and other legal information.
Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee, and its network of member firms, each of which is a legally separate and independent entity. Please see About Deloitte for a detailed description of the legal structure of Deloitte Touche Tohmatsu Limited and its member firms.
Public service channel options in an age of austerity
(170.87 KB)