Private lessons for public bodies

With the public sector spending millions of pounds on developing technology to deliver better services to its citizens, a new white paper looks at the lessons it should be learning from the private arena.

The Hidden Secrets of Successful Customer Management has been co-authored by Rhion Jones, one of Europe's leading experts on relationship management and Brian Ellis, chairman of Interchange Group, a specialist CRM and mobile solutions provider.

The white paper, available from www.interchangegroup.com, studies the pitfalls and problems which have hampered the introduction of successful CRM into the private sector and highlights how, with the advantage of hindsight, the public sector can be much more successful.

Key areas for debate include:

• the challenge of finding the best channels to get information to the public, ie: via portals, mobile devices or interactive digital television in the home
• the ability to recognise the true value of knowledge within an organisation and design service delivery processes that enable it to be shared from day one
• the need for people to take responsibility for projects and monitor best practice standards, especially at a time of change and the introduction of joint-delivery bodies or Private Finance Initiatives.

Brian Ellis said:  "The private sector has gone through considerable pain as it has introduced customer relationship management. Today though, virtually every company looks to improve its competitiveness through improved relationships with both customers and suppliers. 

"Now public bodies are facing the same challenges as they work towards meeting the Government's 2005 target for getting 100% of services online.

"The advantage is that by absorbing the benefits and secrets of lessons from the private sector, they can achieve not just more effective CRM but also obtain better value for money and return on their investment."