Working to transform the public service

Katherine Potter of the Forum discusses factors, including competition and customer choice, which affect planning for health authorities.

The Professional Planning Forum’s Phil Anderson talks about how flexible workload options can benefit councils trying to to deliver effective services while keeping costs at a minimum

Evidence shows that organisations that are making life easier for customers are facing financial pressures better. Katherine Potter from the Professional Planning Forum talks through some examples of firms that are successfully putting the customer first, and reaping the rewards

The Professional Planning Forum's Paul Smedley uncovers the secrets of five recent successful customer contact stories and finds that it’s not the technology but how it’s used

Winning public sector projects at the Contact Centre Innovation Awards put the customer at the heart of service transformation

Dave Vernon, of the Professional Planning Forum, looks at how new working practices are driving success in contact centres