During a roundtable discussion at Future Cities Catapult, London, we tackled a range of topics relating to the approach the councils need to take for digital customer service design:

  • The role of digital in customer services in a modern council, and its risks
  • Information management implications of citizen data analytics tools
  • Shared services, partnership working and the impact of outsourcing on integrated citizen services
  • Empowering frontline staff by using data and social media tools
  • Secure and reliable integration of smart apps with back office infrastructure
  • Citizen expectations from local government, in using digital means for service delivery
  • Issues of de-personalisation and disenfranchisement
  • Security, privacy, GDPR, cloud and more, taking account of digital opportunity

Read our paper to get valuable insights on how your council can improve customer service experience and become more innovative: