Customer service model gains attention

A housing department’s new service centre is balancing the need to create a welcoming environment for sometimes challenging clients while maintaining staff safety.

The future council is ‘interconnected’

Councils need to address their myriad challenges using a multi-pronged approach, with the first being financial reporting, write Cameron Roan and Ben Smith.

Poor benchmarking hinders service innovation

A lack of sector data and executive and councillor support for business improvement are among the barriers to improving how councils deliver services, audit shows.

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