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Service delivery whilst cutting costs biggest challenge in 2013

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Research from Civica highlights issues and priorities for the year ahead, and a move towards operating like the private sector

A survey conducted by Civica, a market leader in specialist systems and business process services, has found that over half (57%) of public sector organisations are struggling to improve delivery whilst cutting costs, and this, together with improving back office and administration processes (33%), is a key focus for the year ahead.

The study of 103 public sector, local government, and social housing directors and managers revealed that 96% see the role that technology will play in helping them to improve service delivery changing in the next few years and 71% admit they’re becoming more business-like and are thinking and operating more like the private sector.

The findings from the research echo the comments made recently at the Commons Communities and Local Government Committee about exactly how authorities can face the challenge of service delivery, whilst cutting costs.

This was also a topic of great discussion during Civica’s conference in Manchester on January 23rd and 24th, and there was much dialogue between the various public sector organisations in attendance as to how they will successfully manage the challenges, opportunities and pressures ahead.

In order to improve service delivery and prepare for the demands that reform and spending cuts will bring, over half (54%) of those questioned will consider adopting cloud technology, like non-government organisations.

Worryingly over three quarters (79%) argue that central government isn’t aligned enough to their organisation’s real needs and only 10% are ready for the impending welfare reform later this year.

Bill Loughrey, managing director at Civica, commented on the findings: “It is clear that public sector organisations are under increasing pressure to improve service delivery whilst keeping costs down.

“Senior management and ICT professionals recognise the crucial role technology can play to support everything from streamlining back office to improving citizen services. At the same time public sector organisations will have to employ private sector business models to cope with these changes, where knowledge and expertise from third party providers will become essential to improve efficiency.”

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