Vanessa Parfitt, product launch manager at Capita, explains why citizens need to be at the heart when it comes to channeling behaviour change.
Channel Shift is a term coined within local government to describe the process of changing behavious or both council employees and the local comunity when it comes to providing and using services.
In the main, this relates to encouraging self service. It is fast becoming part of a wider process of engaging with customers to increase the options available to them by making council services accessible, flexible and as efficient as possible.
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