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The UK public sector is in the midst of a period of transformation and improving citizen engagement will be key to the success of this change. The effectiveness of public services relies on reliable, accurate and clear citizen communication. The public sector produces millions of personalised citizen communications each year in the form of, for example, benefits statements, council tax bills and vehicle tax reminders as well as ad-hoc correspondence. Use of legacy outdated and disparate systems makes it almost impossible for central and local government to deliver consistent and accurate communication across printed and electronic channels and to cost-effectively deliver accessible or multilingual communications to meet the diversity of today's UK citizens.
A single platform for CCM can mitigate these challenges by enabling a single communication document to be written once and published to any channel, format or language. This report examines how CCM can drive operational efficiencies, reduce IT expenses, lower call-centre costs and shift printed communication to cheaper online channels—leading to lower paper, stationery and postage costs along with reducing environmental impact.