Delivering the Digital Dividend

 

If you can't see the Public Finance Daily email below click here to view the web version   News and comment from Public Finance - the official magazine of CIPFA   11 June 2014 | Public Finance Home | Contact us | Sign up         We thought the attached paper by Gerald Power would be of interest to readers of Public Finance. It’s particularly pertinent to local authorities that are changing their service delivery model and seeking to achieve savings and improvements from the use of online or digital options. Gerald Power has worked within central government and with local government on channel shift for nearly a decade and is a passionate advocate of ‘digital self-service’. However, as well as highlighting the potential benefits he also provides some plain talking advice on why channel shift often fails to deliver those anticipated benefits.  The paper has been written in support of the work CIPFA is doing in partnership with RedQuadrant on benchmarking customer contact and providing the tools needed to understand contact and manage change. Best wishes Mike Thatcher Editor of Public Finance                                                                                                                                  Click here to unsubscribe from this email