Citizen Experience

Front-line staff can make an important contribution to Transformational Government As departments build on their recent investment in improving access and reducing costs by trying to switch customers to contact centres and the Internet, they are shifting their customer focus to personalisation. It's our opinion that the greater intimacy this brings means that front-line staff will have an even greater impact on the quality of experience and service delivered to citizens. The importance of their role is borne out by our recent research.

Citizen Experience   PDF [152KB]

Whose opinion?

Ann Sinclair

Ann has led our customer experience programme since it was established. She has worked with our clients on the issues they face in providing their customer experience and has led our research initiatives to better understand the role of technology in delivering it. Ann has more than twelve years experience working in sales and marketing in Europe and Asia, in telecoms and IT services. She enjoys running and pilates. One of her proudest achievements in recent years was running the Loch Ness marathon in less than four hours – and being able to face the gym again just three days later.

ann.sinclair@uk.fujitsu.com

Paul Crook

Paul is responsible for developing our central government business, focusing on Transformational Government agenda, working with the Identity and Passport Service, Home Offi ce, Police, Her Majesty’s Revenue and Customs (HMRC) and Department for Work and Pensions (DWP) as well as national security organisations. He has international experience in both public and private sector large scale customer-focused business transformations. Paul is a member of the Chartered Institute of Marketing and Market Research Society and holds an MBA in Marketing. He started his career as a diplomat and is well known for deploying his northern charm to serve customers and his country!

paul.crook@uk.fujitsu.com