• The key issues in implementation are human, not technical
• The service must be driven from a customer service perspective, implying:
• Understanding what customers want
• How they wish to receive the service
• Offering the service in language that customers use
• No service is fixed at the start; service delivery will change in the light of experience (best value)
• Start with the most frequently used services
• Evaluate all stages of the service from call to delivery and aftercare
• Don't try to cover all services in the initial roll-out
• Training and re-training staff will be essential
• High level management and political buy-in are essential

The PowerPoint presentation Mike used (along with his notes) gives a fuller picture of the process in Leeds.

Mike has offered to address any general or specific queries, by email