I work for a local authority here in the UK as Head of Communications. We've recently undergone a major reorganisation aimed at improving customer service delivery for a wide range of public services, from low cost housing to refuse collection.

I'm looking for info on how customer service orientated organsiations balance customer marekting and reputation mangement,/public relations. As a local authority we have a challenge of balancing the comms focus between clients/service users and citizens/taxpayers an dother stekeholders who may not be customers of indvidual services. A specific area where we need to resolve the different perspectives is around our website where there is an unresolved debate about the balanced between focussing on developing online services and the rality bthat the site is currently mainly a PR /public information tool.

Rob