How should public sector organisations approach channel shift to ensure they deliver significant, ongoing efficiency gains and public benefits?  Brett Husbands shows how to gently convert people to using online channels in real time to achieve true service transformation. 

For many local government organisations, there is a gap between aspiration and reality when it comes to realising their channel shift programmes.  They can see their ultimate goal of a self-service model for public interactions, and many organisations have already made headway in this by offering a select number of services online.  But how should they extend these initial footings to build a solid foundation for pervasive online interaction?

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