Archives for October 9th, 2000

BILLION TO BE BETTER THAN PRIVATE SECTOR

Headlines, PublicNet: 9 October, 2000

The billion pounds from this year’s spending review for boosting electronic service delivery is to be directed in large part to make the public sector better at procuring services than the private sector.So said Andrew Smith, Chief Secretary to the Treasury, as he opened the CCTA ‘Championing Electronic Government’ Conference in London.

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WHAT PUBLIC WANTS

Headlines, PublicNet: 9 October, 2000

New research aims to find out what users think about and want in the future from public services – and it will form a base to measure whether future surveys show improvement.A ‘league table’ of those services which are highly valued and thought of by users has been culled from the fifth wave of research using the People’s Panel, a group of people who have volunteered to be part of a major research project by MORI, for the Cabinet Office.

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EVOLVING HIGH COMMITMENT MANAGEMENT

Abstracts, PublicNet: 9 October, 2000

Hutchinson S, Purcell J, Kinnie NHuman Resource Management Journal, (UK), 2000 Vol 10 No 1

Start page: 63. No of pages: 16

Examines the impact of high commitment management (known as high performing work systems in the USA) on the RAC customer services centre in Bristol (the RAC is one of the largest UK motoring organizations, offering a range of services to its membership). Describes the changes made by the RAC to the human resource practices at the call centre (the human resource function was restructured, teamworking and a new team manager role
introduced, a new pay system set up which was linked to performance, changes to recruitment and selection systems, training needs addressed, and customer service quality initiatives set up). Reports employee reactions to these changes. Assesses how these strategies have contributed to the development of high commitment management, identifying the human resource practices and processes that have contributed to the evolution of high commitment within the RAC. Argues that this was not done by importing a set of best practices but by developing a fit between the organization and certain human resource practices based on the organization’s particular needs.

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