“It’s a culture thing” The challenge of change – customer service in local government (2009)

Description

We were commissioned by the Institute of Customer Service to examine the nature and development of customer service approaches in local government in the UK. Through structured interviews with a range of staff in member authorities, we sought to identify good practice examples and to examine the factors that led each authority to take the approach it had. The Institute was particularly keen for us to focus on the differences, if any, between the private and public sectors and any opportunities for cross learning and overlap.