Just as a dog is for life and a New Year resolution is not made to be broken, transformation is not something that’s oh-so 2014. Councils are now pondering what changes 2015 may bring other than an election that is likely to be fractious.

The questions are ever more challenging. How do we provide agile technological solutions that underpin transformation? How can we redesign services that co-exist and connect with customers? Where and how can we provide more bang for our budget buck? Call it what you will – channel shift, nudge, optimisation or shove – it’s definitely here to stay and is more than just encouraging people online.

More self-service is key and being ‘channel smart’ is a savvy approach too – linking to other services or stakeholders.