It aims to support an overall improvement strategy which can generate benefits in relation to cost control, sustainability, and employee engagement. At the heart of smarter ways of working is centering your service delivery around the citizen.

This guide inevitably focuses on specific practices, and of course these are worthy in their own right - but the larger message is that good practice is about innovation more than standardisation. This guide illustrates that it is possible to make changes, and that these changes can have multiple benefits.