The opportunities presented by digital technology are widely acknowledged.
The savings that can be made through shifting service to cheaper channels are hugely enticing. However, we believe that the other, less easliy quantifiable benefits will turn out to be far more significant. The ability to go beyond using the web to enable self-serve and into sustainable self-help networks and the changing relationships between service providers and consumers will lead to greater efficiency in services and more effectiveness in business supporting functions.
The Connected City 