Frequent users of public services are those who regularly contact a specific or a range of public services. They make up a significant proportion of the demand on services that amounts to huge costs in terms of time and resource. This can create a risk of services being unable to meet an emergency.

Public Services spend millions of pounds on projects that never get finished. Often, the reason has nothing to do with the quality of the deliverable. More likely there is not the time, energy or enthusiasm to make sure the product or service is adopted and embedded in the organisation. More than likely, it’s about the Programme and Project Management Team that have moved onto the next project or have disbanded.