|
Managing Modernisation
Ruth Bagley, Chief Executive, South Hams District Council
|
|
South Hams was judged to be an excellent authority during its Comprehensive Performance Assessment in 2003.
It was credited with transforming itself from a traditional deliverer of services to a leader of the community.
Ruth shares here where they came from, where they wanted to be, how they got there and how they took the people with them.
She gives credit to Team South Hams for their dedication and hard work and shares what she has learned personally about leadership, communication and making the most of your resources.
|
|
|
Making e-Government Meaningful, ticking boxes or making a difference?
Mike Letch, Information Manager, Braintree District Council
|
|
Mike's presentation charts Braintree's journey from 2003 to where they are now.
Mike describes the emergence of the CRM call centre and the transition to one number for incoming callers and what difference this has made in efficiency terms.
He summarises how they achieved their success to date and how they continue to communicate with their residents in urban and rural areas and what plans they have for the future.
|
|
|
T is the new E; transforming local government services
Nigel Pommills, e-Government Unit, Cabinet Office
|
|
Nigel charts government targets and expectations for local authorities.
He gives practical examples to illustrate his points.
|
|
|
What happens next? E is for Efficiency
Janice Morphet, Independent Consultant, until recently a Senior Advisor to the ODPM
|
|
Janice gave a stirring encouragement to local authorities on the road to improvement.
She used the My Islington website to illustrate some good practical points on website development with the local resident in mind.
|
|
|
Workshops
Researching your customer, getting to know your customer better
Phil Back, Head of Local Government, RBA Research Ltd
|
|
Phil's workshop used audio-visual material to stimulate lively question and answer sessions.
His analysis of methods of researching your customer and the use of the mystery shopper method incited much interest and comment.
|
|
|
From pink stilettos to Doc Martens – getting into the customer's shoes
Janet Gordon, StepChange Training
|
|
Janet's workshop also used audio-visual material and encouraged participants to think differently about how to understand their customers.
This interactive workshop also produced many questions.
|
|
