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Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Introduction
At a recent roundtable event, Civica brought together a group of
pioneering leaders to discuss what the local authority would look
like by 2025 and paint a picture of the changing citizen. They not
only looked at the demands of the citizen and the role of the local
authority but also at what the council of the futures business models,
partnerships, technology, senior management and culture will be like.
This report provides a vision of the future, supported by comments from the
roundtable to outline a new working model to deliver integrated services. An online
survey of 80 council leaders and chief executives from across the country was also
conducted.
Contributors
Vic Allison
Deputy Managing Director, Wychavon District Council
Paul Bradbury
Group Business Development Director, Civica
Graham Cook
Consultant and Former Deputy Chief Executive,
Reigate and Banstead Borough Council
Gerard Doyle
Managing Director, Canons Associates Ltd
The navigation below and top right corner is designed for you to easily move through
this report which discusses the cultural and behavioural changes required in order to
successfully implement new business models and partnerships for change. It reviews the
implications these changes will have and proposes a maturity model that should be
considered to meet the behaviours of citizens and the demands and needs of
authorities over the coming years.
Jack Hegarty
Managing Director, Wychavon District Council and Chief
Executive of Malvern Hills District Council
Kim Ryley
Former Chief Executive, Hull City Council and Shropshire Council
and Chair at SOLACE in Business
Steve Shakespeare
Managing Director, Civica Services
Julian Wain
Consultant and Interim Former Chief Executive,
Gloucester City Council
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Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Executive
summary
Our working group believes that a council of 2025 will be shaped by four main themes:
Transformational change
is front and foremost
of future local authority
service delivery.
The requirement for improvements
is being driven by a variety of
political, financial and people
factors. The government has set
out its ambition to balance the
nations books by reducing public
sector costs by approximately
40 billion over the next five years
so it can then pay off the deficit.
And so, the next decade promises
to be a complex and potentially
challenging one for
local authorities.
Home
Introduction
Executive
summary
4. Pervasive technology
Like any other organisation they need to react to increasing pace of change and adapt their business models
accordingly. As the CBI states, we must overhaul services in ways that match the needs of tomorrows society.
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Next
Responding to the
changing citizen
87%
of British
adults used
the internet
+33%
37%
The nation is becoming increasingly digitised and as the typical man and woman
on the street begins to embrace digital technology in all aspects of their daily lives,
so too must the authorities who deliver the public sector services they require.
According to the Office for National Statistics, 87% of British adults used the
internet in 2014; including 37% of those aged 75 years and over. Meanwhile
mobile devices have become the go-to device to access information services and
our contacts through the internet with over a third of all UK mobile traffic now on a
handheld mobile or tablet device1.
From 2025 onwards, it will be Generation Y in their 30s and 40s those born
between 1982 and early 2000 that shape public sector service demand. The first
generation to be completely immersed in digital life from birth, Generation Y, has
expectations of local government and the services it provides, that are distinctly
different from Generation X and the baby boomers that preceded them. Service
providers need to match those expectations.
1
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Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
of all UK mobile
traffic is hand
held mobile
or tablet
of those users
were aged 75 years
and over
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Back
Home
Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Next
Home
Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
Eight future
model
characteristics
2. Connected,
mobile,
independent and
self-serving
3. Politically
disengaged but
locally engaged
4. Demanding
and impatient
5. Divided
over data
6. Lovers
of local
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Back Next
Steve Shakespeare: Meeting the needs of the population will demand a more
joined up approach to service delivery. Therefore, authorities must take a leaf
from the book of retail and truly understand their local demographic makeup to
effectively segment their citizens and build digital services to satisfy their needs.
By
2025
=
+
+
+
70m
25%
5.5m
65yrs
2.8
The UK population
will reach 70 million
1 in 5 of the population
will be 65 and over
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Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Back
2. Connected, mobile,
independent and self-serving
The vast majority of the population will expect to access everything they
need conveniently through the internet and via connected/wearable
devices for both business and pleasure wherever they are. More people will
work from home or on the move than ever before, while technology will
also empower the population to solve issues themselves online rather than
relying on assistance from others, predominately through a smartphone
(or a smart vehicle).
Kim Ryley: Empowering citizens will promote greater self-sufficiency
amongst the local community and eventually encourage long term
behavioural change, reducing reliance on the welfare state.
Generation Y is notoriously politically disengaged, with just 44% of 18-24 year olds
voting in the last general election. Having said that, a record 3.6 million 16-17 year
olds turned out to vote in the Scottish independence referendum suggesting that
they could become more engaged over regional, personal and patriotic issues.
6. Lovers of local
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Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
There will be a close affinity with the local community and a need for total place
a whole area approach to public service delivery to avoid duplication and improve
efficiencies.
Julian Wain: Throughout the past and current period of change in local authority
service delivery, there has been limited impact on the user. The changes that will
take place between now and 2025 mean that there is still a big culture shock yet
to come.
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Next
Five imperatives to
implement effective change
With devolution high on the political agenda, and citizen characteristics
and demographics set to change significantly over the next decade, it is
critical to assess the wider impact this will have on the role of the local
authorities that serve them and begin to plan accordingly. Our roundtable
delegates and the wider industry agree that the role of the local authority
will become one of integration, particularly with the continued focus
on how a whole area approach to public services can lead to better
services at less cost. It seeks to identify and avoid overlap and duplication
between organisations delivering a step change in both service
improvement and efficiency at the local level, as well as across Whitehall.
Executive
summary
Changing
citizen
Characteristics
of British
society
Kim Ryley: The real issue with the current situation is a degradation of civic
life, to the extent that we now live in a faceless society, without much sense
of community. The current lack of citizen action to vote and be part of their
community is because politicians fail to engage in a meaningful way. Over the
next decade this demand to be courted and wooed wont change, but it will
shift from door knocking to the expectation for instant responses from local
councillors.
Introduction
5. Rebuild traditional civic life, safeguard the public and
the environment
Home
We identified five imperatives that the role of the local authority must
deliver in order to fulfil its new role and implement effective change:
Five local
authority
imperatives
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Back Next
1. Become a broker of
broad, collaborative and
integrated services
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Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Back Next
3. Community guardianship
founded on quality services and
targeted intervention
Local authorities will move further away from monolithic provision of
specialist services. Instead they will facilitate, broker and collaborate to build
a functional, happy and cost-effective community. Our group suggested that
local authorities will be required to engage with local citizens via suitable
channels on how best to allocate funds in the area. For example, asking them
directly whether 25,000 of funding should be used to clear up fly tipping
sites or renovate the local library.
Jack Hegarty: The next few decades will be all about community
leadership and the ability to let go of direct service delivery and move
towards strategic partnering to deliver services. This set-up will have
multiple public and private sector service lines that move beyond
the commissioning model to intelligently find the right fit for your
community. Hybrid services are the future.
4. Facilitate citizens to
self-serve
According to 43% of council leaders, the primary role of local authorities from
2025 onwards will be to provide citizens with the communication channels,
community connections, technology and information to improve local areas.
Examples of this can already be found online in the growing prevalence of
community campaign web pages on Facebook; but this is just a one facet of what
the future will look like.
As digital services become increasingly pervasive at every level of local
government, and as the digital economy advances, citizens will be able to use
personalised online portals to tailor the services they receive, choosing from
centrally procured suppliers via bespoke government eMarketplaces. Northern
Ireland is already making strides towards this with its single entry point to
government services, NI Direct. Gov.UK is not far behind. Facilitating self-service
in this way, either independently as councils or directing people to central
government portals, will also promote greater self-sufficiency amongst the local
community, with the ultimate aim of encouraging long term behavioural change
and reducing reliance on the welfare state.
Paul Bradbury: Disconnection between the local citizen and authority is
a big problem. To realise the vision of 2025 both parties will need to talk
more and work better together. Vancouver City Council in Canada recently
demonstrated people power in action by getting locals to help them move the
entire contents of its public library to a new building quickly and efficiently.
Home
Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Back
Home
Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Next
5. Targeted and personalised services for complex health and
social care needs, but on a restricted basis
8. Self-funding initiatives
Home
Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Back Next
1. Forced or voluntary
consolidation
Julian Wain: Consolidation will have brought forward the slower and
badly performing areas to a basic standard, with many piggy-backing
on the advances of the larger and more advanced authorities.
Kim Ryley: The UK will adopt a more American style format with
elected officials including regional mayors and separate commissioners
for police, fire and rescue and education services. The local council will
be an important layer underneath this to connect the different aspects
and offer accountability at a local level.
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Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
Local authorities will identify services that are mutually compatible and the
technology needed to integrate them effectively. Working with third parties where
necessary, will put the required infrastructure in place and ensure employees are
adequately trained to deliver these new citizen services from a central team with
active encouragement for citizens to self-serve.
Jack Hegarty: There are huge opportunities to commercialise parts of
housing and social care by offering opt-in extras to baseline services.
For example, working with the financial sector, there could be a call for
notifications to family members or carers of inactive use of pre-paid or debit
cards by the elderly, potentially indicating if there is an issue.
3. Commissioning strategic
partnerships
An agile team of expert brokers will be tasked with assembling and maintaining a
diverse network of third parties and suppliers. The wider industry agreed with our
roundtable delegates that this will be one of the most of important characteristics
of the future (40%), with a third (29%) anticipating the need for outcome based
strategic partnerships to support intervention initiatives, such as the sponsorship
of vulnerable families. Joint strategic public private enterprises will evolve to meet
these needs.
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
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Citizens will be empowered to consume the services they need through their
channel of choice. Individuals will choose the services that are most important
to them at any given point in time. Councils will offer combined/shared baseline
services and then look to add personalisation on top, at a cost to the citizen.
Integrated platform
Baseline service
Enhanced service
Augmented service
Elderly adult
Waste
Personal account
(eg domiciliary care)
age/adaptations grants
Top up services as
core rates
Larger and/or
multiple bins
New services
Grounds clearance
House/garage clearance
Appliance testing
Tree surgery
Weekly collections
Elderly alert
Handyman jobs
Grounds maintenance
We could see an increase in local initiatives such as the Hogeway Dementia Village in the Netherlands. This
pioneering care facility part funded by the Dutch NHS - combines necessary care for the residents within a
village setting. This includes different style housing, a town square, hairdressers, supermarket, theatre and cafs.
Home
Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Back
8. Self-funding initiatives
Self-funding will be the driving force behind every decision and offering
(such as data provision/analysis, team skills and selling capacity). This will
help them embrace open and honest risk taking and innovation for the good
of the community.
Kim Ryley: We could see councils brokering life-long insurance deals with
private companies to ensure every citizen is awarded a policy at birth.
This policy will then cover the cost of any health or social care that a specific
citizen would require over their whole lifetime.
Collaborative and intelligent use of data from a variety of public and private
sources and partners to better anticipate and automate community services will
become common place. Almost a quarter (24%) of local authority leaders see this
as being a key focus for the local authority of the future.
Jack Hegarty: We are starting to see a more commercial approach to the
outsourcing of service delivery, and the whole relationship between the public
and private sectors is transforming. In the future, it wont just be about the
public sector providing services and the private sector delivering them, but a
combined delivery of efficient services.
Home
Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Next
As the role and business model of the local authority transforms, so will its
management, people and skills. Specialist in-house teams will give way to
agile groups of expert brokers focused on the management of strategic
partners and skilled third parties. This shift in approach will require a new
breed of senior management with different skillsets in order to fulfil this
critical role.
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Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
46%
38%
35%
35%
When asked, they ranked the four most important leadership qualities as:
Eight future
model
characteristics
Commercially minded
21%
26%
26%
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Back Next
3. Councillors with
local accountability
Home
Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
As the devolution debate evolves, local services and council leaders will be
accountable for progress against expectations. They will be accountable for
managing citizen data, understanding and taking action on the voice of citizen
and translating central government policy to a local level.
4. Digital communications
expertise
As the number of councillors from the digital native generation rises up the
ranks, they will appreciate the role of digital communications and be able to
harness the latest, most effective digital channels and formats to interact with
all stakeholders including employees, partners, suppliers, influencers and the
local community.
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Back Next
2025
Gerard Doyle: For technology and service providers, progress will only
be achieved by offering a matrix of services that is fuelled by
best-of-breed partnerships that are responsive to change. This isnt
about trying to offer everything under one roof; it is about finding the
right selection of partners that can work together.
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Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
Deliver technology
innovation
44%
Outsource whole
services
Streamline services
and efficiencies
41%
41%
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Back
6. Deep understanding of
analytical and behavioural
dynamics
7. Commercially minded
A commercial mind-set will be the central tenet of the new breed
of management. By driving constant profitability they will be able to
reinvest in service delivery. The ability to spot commercial opportunities
and maximise them will be vital to sustaining service delivery.
Future managers will be more responsive and flexible to meet the
ever-changing population demands. We asked the market how
equipped they felt their current management team is to oversee the
transformation required over the next ten years. Whilst many are already
taking the necessary steps to fill any skill gaps, another quarter (23%)
admit to being not very equipped, saying they have some of the skills
they need in-house but not enough.
Home
Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
Kim Ryley: For local authorities, service delivery in the future will be like being a
small spider within a big web. A reduced and more agile management team will
shift the focus from maintaining the engine room to more strategic issues.
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Next
Home
Our experts suggest that technology will play a crucial role in automating
blended services and provisioning information on the move. Access to
information and insights will be vital to tailoring services and ensuring the
maintenance of individual online portals. Slick back-office processes ensure
resources are synced and demand is met.
For the majority, the reality of this technology isnt actually that far away.
Our research highlights that authority leaders already see a need for:
Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Back
Whilst some are already putting this in action, those who arent need to wake
up fast to the changing demands of their evolving communities. The majority
of people no longer want to engage and interact with services through
traditional channels. Organisations just need to have the confidence and
creative will to use the technology at hand to deliver services that fit with their
local citizen expectations.
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
Review allocated
cases at home
Case allocation
meeting
Conference call to
discuss cases
Case paperwork
preparation
Time spent
with clients
Enter details
on care system
Introduction
Drive to office
Time spent
with clients
Home
Mobile working
Return home to
review
Time spent with clients increases from 4 to 7.5 hours per day, an
87% improvement and substantial reduction in cost.
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Next
Accelerating the
maturity model of the future
For the majority, the current model of service delivery was established in the
1970s. Gradual and piecemeal transformation of such an established and
engrained approach is not going to achieve the new model for the future within
the next ten years. In many senses it is about approaching transformation at
pace with no fear of knocking down the old and starting anew. In order to
do so, authorities need to overcome any barriers that are likely to hold back
transformation, such as a restrictive culture, poor or inadequate succession
planning, as well as inflexible and limited technology and processes.
Graham Cook: Legacy contracts need to be unlocked to make way for
refreshed pay-as-you-go models that allow local authorities to evolve,
rather than be tied down. From a supplier point of view, the winners will
be those that can demonstrate the ability to broker services and bring
together different experts, authorities, charities and so on.
Home
Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Back Next
Stay on track with an ongoing innovation taskforce
6.
C
reation of innovation workshops including operational teams
1.
Collaborate with other data holders to get both the bigger picture and
Understand
the community
Innovation
taskforce
5.
6 CLEAR STEPS
to accelerate your
maturity model
D
etermine the core purpose, role and focus/priorities of the authority
Develop and agree upon clear strategy and objectives
2.
Define clear
outcomes
4.
Agile
transformation
3.
Prototyping
Create a culture that fosters innovation and risk taking by creating safe
spaces to experiment without blame for failure
Fund targeted health & social care services with personal care budgets
Home
Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Maturity Model to deliver integrated services in the run up to 2025 and beyond
Back
Strategic focus
Stage 0 - Reactive
Stage 1 - Traditional
Stage 2 - Transforming
Stage 3 - Adaptive
Stage 4 - Future-Proof
Personalised services.
Citizen insight
Parental style/attitude.
Operating model
Leadership &
culture
Processes
Change focused.
No focus on innovation or
service redesign.
Technology
Ageing technology.
Enhanced technology
facilitating agile working.
Home
Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Conclusion
Theres no doubt that local authorities are setting out on a complex and
challenging transformation which will see organisations and the services they
deliver change dramatically between now, 2025 and beyond in response
to a fast-changing environment. Significant, rapid developments in society
and technology compounded by an ageing population and further financial
constraint must be accommodated and balanced in order to adapt to a
radically different public service landscape.
In the next ten years the enlarged UK population is projected to have more
than 5.5 million people over the age of 65 and less than three workers to
support every pensioner. We need to have a more integrated approach to
services, especially in health and care and to engage with younger people,
underpinned by IT-enhanced ways of working which support more agile and
mobile activity, a shift to lower cost self-service and more immediate and
convenient channels, available any time, any place predominantly through a
smartphone (or a smart vehicle).
Better use of digital technologies, the cloud, data analytics and automation
is already helping to transform local services for communities and for
the employees who deliver them. In order to achieve more efficient
organisations, authorities will build on this foundation to establish a new
working model for the future which embraces partnership, collaboration,
agility and innovation.
Home
Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
The new generation of local authorities will broker relationships with people,
communities, public and private sectors to deliver personalised and joined-up
local services and guardianship based on intelligent insight and focused on
outcomes.
It may be challenging, but this journey poses an exciting opportunity to
radically re-think the way organisations operate for the benefit of both local
communities and the authorities which serve and safeguard them. Then
again, doing nothing is not an option.
Kim Ryley: The actions taken by local government organisations over the
next five years will impact the success of choices and investments by 2025.
Currently, we are still thinking in the short term and do not have the funds
required to significantly transform services. We need to make the space,
time and resources to innovate and test the new model of the future. This
requires a loosening of the apron strings from central government and the
freedom to make change and be transparent about our goals and progress.
This will require the right leadership that is willing to be bold and not shy
away from the risk of failure.
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Next
Contributors
Graham Cook
Vic Allison
Deputy Managing Director, Wychavon District Council
Home
Paul Bradbury
Group Business Development Director, Civica
Gerard Doyle
Managing Director, Canons Associates Ltd
Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
Back Next
Jack Hegarty
Steve Shakespeare
Managing Director, Civica Services
Julian Wain
Kim Ryley
Home
Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts
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E-mail:
report2025@civica.co.uk
www.civica.co.uk
www.public-knowledge.co.uk
Home
Introduction
Executive
summary
Changing
citizen
Characteristics
of British
society
Five local
authority
imperatives
Eight future
model
characteristics
Leadership
attributes
Impact of
future
technology
Maturity
model
acceleration
Conclusion
Contributors
/Contacts