The document discusses innovations in customer service for the public sector. It covers creating integrated multi-agency approaches, building trust through service assurance, new approaches to shared services and outsourcing, and moving toward citizen relationship management. The goal is to simplify services, increase collaboration, engage citizens, and use customer data to continuously improve services and democratic processes.

1. Where next? Innovation in Customer Service Eric Bohl, Head of Government Consulting 26 March 2008, Public Sector Forums

4. 1: Introductory observations

8. 2: Creating an integrated, multi-agency approach to customer service

11. Exciting examples of front office shared services (see IDeA Knowledge Front Office Shared Services project) Healthy Living Centre, Weston-super-Mare

12. 3: Flair in customer service design

13. Integrating sectors ...

14. ... creating a new image ... Idea Store, Tower Hamlets

15. ... bringing design quality to customer service ... Customer Service Centre, Lambeth

18. 4: Building trust – delivering service assurance and reducing costs

21. 5: New approaches to shared services and outsourcing

25. 6: Towards citizen relationship management

28. A new model for ‘citizen’ CRM Citizen Citizen Individual consumer Individual agent Public consumer Collective agent