- The document discusses the importance of consulting with customers for public services to provide more efficient and effective services that meet public expectations. It identifies external customers, internal customers, and outside agencies as groups to consult. - It provides examples of different forms of consultation including surveys, focus groups, and comments/complaints systems. It stresses the importance of planning consultation processes carefully with clear objectives and consideration of participants' needs. - Key factors to consider include available resources, required information, training, consistency, inclusiveness, data analysis, learning from examples, and avoiding rushing or overcomplicating the process.

1. Customer Consultation Lessons from the Department of Social and Family Affairs Muriel Cleary Thursday 27 th November 2008