Engaging the workforce in service transformation

This report is one of the outputs of the front office shared services (FOSS) project. Research from this project shows that a move to a more citizen-centric, but simultaneously collaborative, way of working can produce real benefits for both the citizen and the participating agencies. However, the changes can also prove challenging for both workforce and management.

Engaging the workforce in service transformation (PDF, 10 pages, 173KB)

The report analyses the challenges that organisations face in managing the implications of service transformation for the workforce. Drawing on 16 case studies from the FOSS project, the report goes on to describe some of the good practices that emerged to address these issues.

If you have any questions or comments, please email Siobhan Coughlan at LGA: siobhan.coughlan@local.gov.uk

Useful links

Front office shared services project homepage

Front office shared service case studies 2008 - 7 FOSS 2008 case studies, including the workforce-related report 'Developing the workforce to support transformation'.

Front office shared service case studies 2007 - case studies for the 16 FOSS 2007 projects.

21 October 2010

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