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Thames Valley Housing Association’s successful implementation of its citizen portal provides important lessons for government enterprises that want to adopt a more customer-centric approach to service delivery through an open platform.


  • Changing customer contact channels requires new ways of thinking about customer experience

Features and Benefits

  • Identify some of the pitfalls and benefits from adopting an open platform approach
  • Learn the benefits of having a plan, but plan for change

Key questions answered

  • How should organizations with limited resources address the need to become more customer-centric?
  • Are legacy systems really a barrier to digital services?

Table of contents


  • Catalyst
  • Ovum view


  • Recommendations for enterprises

Exploiting digital channels to address legacy issues

  • Changing customer contact channels requires new ways of thinking about customer experience

Solution analysis

  • Customer transition, moving to an online service model

Implementation and assessment

  • Go live and future developments
  • Making it so good that people who can use it, choose to


  • Methodology
  • Further reading
  • Author

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