Demos

Theme : servicedesign

If Demos did call centres... The work we're doing on trust and service design at the moment has got me thinking - we seem to have developed a terrible habit of 'improving' public services in ways that actually harm people's experiences of them. Just look at local government over the past five or six years - the Audit Commission says services have improved significantly, but there's not much evidence that the public has noticed.I think this is about the call centre problem. You outsource your customer contact services, put... from : simonparker 18th July 2006