David Moody, vice-president and global practice leader, government and public sector at Verint looks back on his predictions for public sector customer service in 2014.

Town halls are owed £4.5bn in unpaid council tax and business rates. Yet even with budgets under intense pressure, millions are still being written off. Can a more intelligence-led approach help local authorities recover more vital revenue - and avoid wasted effort?

Ben Stepney and Nicole Kalli of Thomson Snell & Passmore look at how councils can identify stress in the workplace and take steps that can be taken to help manage it.

Getting localism right depends on defining a better understanding of the role of councils, says Paul Connolly, director of the MCA Think Tank.

Public procurers of vehicles are at the forefront of instigating improvements in urban air quality, says Simon Clement from ICLEI - Local Governments for Sustainability, coordinator of the European Commission-funded Clean Fleets project, which is offering local authorities free advice on getting greener vehicles.

David Moody, vice-president and global practice leader for government and public sector at Verint, says it is important for standards of customer experience in the public sector to match those in the private sector. 

With significant cuts to public sector budgets set to continue into the next parliament, local leaders must look to redesign how services work for the most excluded to achieve better outcomes and reduce demand in the long term. Highlighting some of the latest research, Shane Britton, policy manager at charity the Revolving Doors Agency, looks at how local areas can develop and fund a more effective approach for people facing multiple and complex needs.

Local government got serious about digital in 2014. Next year its leaders need to focus on starting small but thinking big, says Dominic Campbell, director at FutureGov.

With local government workers being asked to take on ever-growing workloads in the face of demoralising cuts, performance coach Diana Jervis Read offers her advice on identifying and addressing the signs of stress.

A round-up of reaction from local government and beyond to the George Osborne's Autumn Statement.