Even during uncertain times customers will continue to seek access to your services, with an added level of angst to get the reassurances...

Customer service in local government goes further than dealing with queries or concerns. It takes a special skillset to support an indivi...

There have never been richer sources of customer data available than right now. But how do you turn this information

Reorganisation of local government is in vogue. But why can’t this go much further?

There is no sense in imbuing staff with the spirits of entrepreneurs then tying their hands with process and rejecting every idea...

The term outsourcing is a broad label that makes no sensitive analysis of the commercial risks and benefits of specific contracts.

It starts with commitment, from the very top. Alignment of the organisation's policies, processes and leadership to its commercial strategy

Every decision the commercially minded organisation makes will be driven by insight.

Most organisations describe their people as their biggest asset...

The difference between a business and a public body, in business, nobody deposits a wedge of money into your account each month

In a CIPFA survey, only 4% of respondents said they had the commercial skills they need in their organisations.

Bertrand Russell once espoused the benefits of clear thinking – removing extraneous factors and unconscious bias to make better decisions.