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Before you try to improve the Citizen Experience (CX), you must first understand it from the perspective of users. But which users?
If the edge cases are the most difficult cases to resolve, is that where we should focus most of our service design efforts?
Putting the user at the centre of any service redesign process is the critical first step to managing demand for services, and responding to differing levels of need differently.
We bring you perspectives from three unitary authorities that are on transformation journeys to better meet the needs of citizens.