Baroness Kingsmill: The public sector can learn a lot from the likes of Amazon

There is no doubt that Amazon is a market leader because it engages with its customers. The delivery of public services now needs to be fundamentally redesigned in order to better serve those who use them.

by Denise Kingsmill

Inspiring Women 2013

Denise Kingsmill will chair MT's Inspiring Women conference on November 27, 2013 - click here to find out more.

On Christmas Eve, my son was waiting for a delivery of contact lenses ordered online some days previously. At 11.30am, a note was put through the letterbox informing him that a parcel was awaiting collection at the Post Office. The note also informed him that the parcel collection office would close for Christmas at noon that day.

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