The biweekly efficiency and improvement bulletin is produced by the LIFT SW Partnership (GOSW, IDeA, SWLGA, SWCoE).
PLEASE DISTRIBUTE TO INTERESTED COLLEAGUES
If you wish to include efficiency or improvement articles in the next bulletin, or add your name to the circulation list please email swce@dorsetcc.gov.uk.
Customer Channel Management Conference - 5th June 2008, Exeter
Join us at our forthcoming Customer Focused Transformation Network conference on "Customer Channel Management" and hear about:
- Success stories of organisation and councils who have implemented multi-channel strategies – how did they do it? What were the keys to success? How long did it take? What are the myths versus the realities of the benefits? What were the wider outcomes on their organisation wide structure and processes?
- The latest thinking and practical solutions in the development of customer insight in a local government context
- Best practice approaches to understanding your customers, their requirements and the nature of demand and the redesign of business processes and their delivery around these requirements
- Regional examples of successful approaches to channel shift and lessons learnt
- A Cabinet Office view of the country wide trends in customer insights and contact management and a rare opportunity to explore the how and what of NI-14 indicator (Avoidable contact: The proportion of customer contact that is of low or no value to the customer)
The conference will provide you with the opportunity to engage with private and public sector experts and practitioners, from within and outside of our region and help address your questions and inform your work with lessons learnt.
The plenary sessions will showcase success stories and case studies from our region and industry followed by an opportunity for round table discussions and networking. Our 60 minute workshops provide you with an opportunity to deep dive into some of the themes raised in the plenary sessions including a workshop on performance management with a focus on NI-14 (avoidable contact) – what it is and how to measure it.
Download additional information and book your place online from the following link:
http://www.swce.gov.uk/Events/Customerchannelmanagement.htm
For further information contact:
Anita Tadayon - anitatadayon@yahoo.com
Delivering the National Improvement and Efficiency Strategy Conference, 22nd May, London
The new National Improvement and Efficiency Strategy expects a 3% cashable efficiency saving per annum and better value for money across local government. The strategy fits within the wider devolution priorities of Central Government and necessitates innovative strategies from local authorities and services to ‘find new ways of doing more for less.’
This conference will address key implementation questions to help drive improvement and efficiency goals including:
What are RIEPs and how can they help your organisation reach efficiency and priority LAA targets?
- How can efficiency savings be delivered without losing customer focus?
- How can Business Process Improvements transform your organisation to reach strategy targets?
- How can collaborative working be utilised to achieve efficiency and LAA goals?
- How can you measure improvement and satisfaction levels within your organisation?
Attend this conference to hear best practice from our expert speakers on delivering the National Improvement and Efficiency Strategy whilst maintaining and building customer satisfaction levels. Take the opportunity to learn and participate with fellow stakeholders on methods and tools to deliver the strategy within your organisation.
Download additional information and book your place online from the following link:
http://www.capitaconferences.co.uk/OurConferences/LocalGovernment/
Delivering+the+National+Improvement+and+Efficiency+Strategy.htm
Project Management Courses
APM Introductory Certificate
Reflecting the growing importance of project management in the workplace LIFT SW has arranged an Association of Project Management's Introductory certificate course to be held on the following dates:
- Monday 16th - Wednesday 18th June 2008 – Bath
- Monday 29th September – Wednesday 1st October - Plymouth
The course is held over two and a half days and each place is 60% funded by the LIFT SW RIEP - making the cost only £215 per local government officer (inclusive of examination entry).
APM Professional Certificate
Following the great success of the APM Introductory course in Project Management LIFT SW RIWP are able to offer places on the APMP course on the following date:
- Monday 30th June - Friday 4th July – Taunton
This professional level course takes place over a one week period (following with a half day exam) providing the opportunity to attain a certified qualification that is internationally recognised, with the benefit of a 60 per cent subsidy from the LIFT SW RIEP.
Download additional information on the above courses and book your place online from the following link:
http://www.swce.gov.uk/skillsdevelopment/
For further information contact:
Claire Morecroft - 01305 755490, c.morecroft@dorsetcc.gov.uk
Culture Matters – Improvement Case Study now available
The South West Region has, over the past year, developed a strong Regional Cultural Improvement Partnership with Sport England, South West Tourism, South West SCREEN, English Heritage, Arts Council, MLA SW, GOSW (DCMS) and Culture South West working collectively to help support the work on Local Government Improvement and agency collaboration / effectiveness.
During 2007/8 the Regional Agencies have jointly funded an Improvement Manager (secondment post) which has added value by providing specific local government expertise and knowledge. This post has also helped to establish better understanding between the Cultural Agencies and further cement collaborative working, and assisted cultural agencies to be alert to their own and to their shared improvement potential.
To date there has been a positive response from Local Authorities in the South West towards the joint work of the Regional Cultural Agencies and this ‘single’ focus towards improvement in the local government sector has been applauded.
Download the case study from the following link:
http://www.swce.gov.uk/workstreams/improvement/improvementcasestudies.htm
For further information contact:
Libby Grundy, (Joint Head of Culture Government Office for the South West) - libby.grundy@gosw.gsi.gov.uk
Supported Living Service Providers - Collaborative Opportunities
Adult Social Care at Swindon Borough Council are currently working on a project to tender for Supported Living service providers (and specialist Autism providers) to widen community living opportunities for adults with a learning disability in the area.
Swindon would be happy to broaden the scope of the project and lead on the process if any other authorities would like to discuss a collaborative approach to the market.
For further information contact:
Anna Thomas (Contracts Officer, Adult Social Care - Swindon Borough Council), 01793 463513/07824 550359 - AThomas@swindon.gov.uk
Streets for Living Conference, 21st and 22nd May, Swindon
Swindon Borough Council is the lead partner of a Transnational project, where partners from Plaine Commune (FR), Hilversum (NL) La Courneurve (FR) and Wiltshire Police (UK), are working together to improve public space within their communities. It is part-funded by the European Regional Development Fund under Interreg IIIB North West Europe Programme.
This conference will be an opportunity to share in the experiences of this innovative project involving public regeneration. It will draw upon the lessons learnt throughout the project, and focus on how it has resulted in a better environment through community involvement. Interactive workshops will focus on some of the project’s initial objectives such as social inclusion, crime and safety and the street environment.
Download additional information from the following link:
http://www.streetsforliving.net/En/index.html
Care Funding Calculator - Bulletin
The latest update on the Care Funding Calculator (previously called the National Toolkit) for Adult Services has now been issued.
Download the bulletin from the following link:
http://www.swce.gov.uk/news/Newsletters/learningdisability
Making the most of your assets
A new document published jointly by the Local Government Task Force for Construction and the East Midlands Centre of Excellence titled, ‘Making the Most of Your Assets’, calls on councils to concentrate less on immediate matters affecting their property. Councils are being urged to take a much more strategic, performance driven approach to their property portfolio in a bid to improve customer services, realise efficiencies and help them tackle climate change and the introduction of flexible working for staff.
Download the document from the following link:
http://www.swce.gov.uk/news/latestnews/makingthemostofyourassets.htm
Hamid Kennedy
Programme Manager
LIFT SW RIEP
Tel: 01305 755494
Mob: 07796 612153
