The Service First and Modernising Government programmes have now been completed. The information held on this site is no longer being maintained but is retained for archive purposes.

To learn about reform of public services, you may find the following sites useful:

Prime Minister’s Office of Public Service Reform
Prime Minister’s Delivery Unit
Civil Service Reform
Charter Mark Website

If you work in the public sector, you can access our good practice database and other useful information via the Public Sector Benchmarking Service.

Welcome to the Consumer Champions' web site

	About the consumer focus for public services A short background note about the consumer focus.
	Who are the consumer champions? Under the consumer focus, individual government departments and agencies have designated senior members of their staff as consumer champions. A full list of who the Champions are is available.
	Press Releases Copies of press releases relating to the consumer focus initiative.
	Guidance to departments and agencies guidance to departments and agencies about how they should implement the consumer focus initiative.
	Departmental Consumer Focus targets Consumer focus targets have been agreed every main government department.
	Results of People's Panel baseline research This research looks at how satisfied people are with public services and what people expect from them; and perceptions about how public services deal with complaints.
	Consumer Focus Newsletters Newsletters aimed at Consumer Champions and their teams, keeping them in touch with what is going on under the consumer focus and related initiatives. They will also be of wider interest to others in departments and agencies.
	Around departments and agencies Examples of how departments and agencies are implementing the initiative: what you are doing may be of help or value to others.

The Whitehall & Industry Group
with the support and help of the Cabinet Office - staged a one day workshop in February 2001 looking at how public and private sectors can help to build a customer focus culture. Workshops at the event looked at: Building a customer focus culture; Understanding customers and competitive drivers and Handling feedback. Much of what was said was very useful and illuminating - please click on the link below for a summary of the findings.

	Word format
	Rich Text Format
	PDF format

A further event - an organisational "raid" to Liverpool took place on 12 July. This was an opportunity to hear first-hand about the consumer focus issues faced by Liverpool City Council.

Click on the link for a full report

	Seminars, events and training courses Details of seminars and training events that we have organised for Consumer Champions and their teams
	Best Practice links

For further information about the consumer focus, please contact:

James Airey
Office of Public Services Reform
4th Floor
53 Parliament Street
London SW1A 2NG

Tel: 020 7276 3567
Fax: 020 7276 3503
Email: jairey@cabinet-office.x.gsi.gov.uk

Last updated: January 2002