Keeping pace with change

摘要

I've been thinking a lot recently about the new ways in which we have to now work as public sector managers, and having also been a candidate and recruited to several senior posts over the past few months, I have been wondering why the way we recruit could not be better than hopelessly antediluvian. Let me explain. There seem to be at least 5 newish paradigms that we are working to in the public sector; 1. Using technology to facilitate self service 2. Getting real time customer experience feedback through multiple channels 3. Personalisation 4. Demand management and early intervention 5. Using social media as a channel for service delivery Everyone knows (don't they?) that the average cost of a face to face customer transaction is at least £7.00 a pop wheras a digital transaction is averaging out at about 45p.