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See the latest articles on Public Service Transformation

How do we embed best practice into our every day operational working practices?  Our Public Sector Transformation Forum is a specialist community that builds on the proven strengths of the Professional Planning Forum in helping people share best practice and benchmark their operations, identifying practical opportunities for making efficiency gains, improving customer service or gaining employee engagement. 

Fast track your learning, by taking advantage of a growing body of experience in this area within our communities of best practice.

  • Read the latest case studies and research articles, (see related articles below) 
  • Get involved in this community by registering here
  • Look at our Contact Centre Planning Community and the key topic pages on some of the planning fundamentals
  • Take a look at our training courses to update and improve your or your team’s performance
  • Subscribe to our monthly ‘Top Tips for Planning newsletter’ to hear about the month’s insight or suggestion 
  • Find out about our special offer for Public Service Membership here.
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Take a look at these articles, videos and links
A satisfied customer
Caerphilly County Borough Council Awards Case Study 2013: The power of speaking face-to-face
Camelot Group Awards Case Study 2012: Focus on what matters to the customer
Can customer-centric operations cost less?
Contact centres: the heart of healthcare?
Customer Effort - the original Harvard Business Review article
Liverpool Direct Limited Awards Case Study 2011: More costs less - in our 24/7 social care centre
Motability Operations Awards Case Study 2012: Insight and collaboration transform service
National Police Networking Group
NHS Business Services Authority Case Study 2011: MyTime – flexible for our people and customers
Portsmouth City Council Awards Case Study 2011: Fit for the customer’s purpose
Public service and not for profit
Public service efficiency: why crash diets aren’t the answer
Putting People First
Six top tips for doing more with less in the public sector
Surrey County Council Awards Case Study 2011: Outstanding service saves money
The Operational Excellence Model and the Five Steps to Success
The Student Loans Company Awards Case Study 2011: Understanding demand to tackle peaks
Transform Sandwell Awards Case Study 2012: Being truly involved in your local community
UCAS Award Case Study 2012: Transforming planning, real time and MI


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