We are going to keep adding to this resource over time so if you have any case studies or white papers on Channel Shift and/or Self Service, send them to nick@publicsectorforums.co.uk
Clouds Crowds & Customers slide deck
Clouds, Crowds & Customers Whitepaper
Developing a Customer Access Strategy for a Lean Future slidedeck
Channel Strategy Template for Local Government
Surrey CC Channel Strategy 2010
Surrey CC Channel Shift Business Case
Connect Digitally: Delivering “more for less” Workshop
PSCSF Channel Shift Survey Initial Results
SOCITM’s Better Served: Customer Access, Efficiency and Channel Shift Workshop Coverage
Choosing Fewer Channels – Deloitte Channel Shift paper
CASE STUDIES
South Tyneside: Award Winning Channel Shift Programme
North Lanarkshire’s Winter Weather Channel Shift Success
Croydon Council: Managing Channels to Improve Experiences
Maidstone Borough Council: Serving the Citizen Efficiently through Multi-access Channels
Online Customer Service – Royal Mail delivers the answers
London Borough of Lambeth: Establishing the cost of failure within service delivery processes
York City Council: Self-Service Delivers Service Improvements and Efficiency
The City of Edinburgh Council: Reaching the citizen when they want, where they want!
Tameside MBC NI 14 – Doing just what the customer wants
London Borough of Southwark: Self Service @ Southwark Council
Hertfordshire CC & DfE: Connect Digitally Programme
Serving the citizen efficiently through Multi-Channel access
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