Lynne Harvie is Head of Customer Service Improvement at Fife Council. Fife is the third largest local authority in Scotland. The council area includes towns such as Glenrothes and Dunfermline as well as many rural communities.

In this interview, Lynne outlines the challenges being faced by local authorities in Scotland and across the UK as a result of budget cuts and changing demands on citizen services.

Lynne provides a good overview of the nature of citizen engagement as well as changing methods of delivery.