Local Authorities and other public service providers need to get under the skin of what citizens experience when they pass through major 'life events', such as a birth or moving house, if they are to implement constructive modernisation programmes, according to KPMG Consulting. Charles Lilley, a Director with KPMG Consulting, speaking at the 'Modernising Local Government' Conference in London today, warned that unless public service providers understand the chain of events that can occur when an individual or family undergoes a 'life event', they will be unable to determine how to upgrade their services to benefit citizen.
While Central Government acknowledges the importance of understanding life events in the Modernising Government White Paper, which this conference elaborates on, this acknowledgement is not necessarily filtering down to those who are designing and implementing modernisation programmes. In order to demonstrate the importance of effective analysis of 'life events',
