Equipping frontline council staff with digital tools to deliver better citizen outcomes A few months ago, I wrote about the exceptional experience I got from Amazon’s customer services (read Six Steps for Citizen-Centric Experiences in the Expectation Economy blog). That is the same expectat [...]

Innovation and the "entrepreneurial state"  When people talk about technology adoption and innovation in the public sector, it’s common to hear sarcastic comments, followed by various adjectives for “ineffective”, “wasteful” or “unproductive”. However, I came across a thought-provoking book [...]

What challenges did this public sector organisation have? Like many public sector bodies, they told us that making efficient use of existing resources was a key priority. The organisation's old contact centre system was not fit for purpose. The agency was receiving over 20,000 inbou [...]

This week we interviewed Chrissie Spencer, head of group marketing for The DDC Group Can you give a brief introduction to DDC as a business? Chrissie: DDC OS UK is a leading business process outsourcing business. Some of our clients include GB Energy Supply, South East Water, Robin Hood Energy, th [...]

Digital transformation is a priority for councils up and down the country. In fact, our recent research revealed at least 65% local governments now have a digital strategy in place and 82% of staff say new technology has had a positive impact on their organisation. Tech for the sake of it The chal [...]