A look at when you have a plan and the world changes; how do you make sure front line service continue to be delivered? Chris will talk through background on the journey pre-Covid and where the CSU had got to. Moving to looking at the immediate response to Covid and how services were ramped up, the issues this caused and how they were overcome and what others can learn from it. Then how the requirement are evolving and deploying the extended feature set as well as the implications of the new national N365 deal. From there looking at how we can all prepare ourselves and our users for the unknown.