Archives for January 22nd, 2003

AGREEMENT WILL HELP IMPROVE SERVICES IN WALES

Headlines, PublicNet: 22 January, 2003

In a unique agreement local authorities in Wales are to work more closely with the Welsh Assembly and the Audit Commission in an effort to improve public services. The Protocol on the Wales Programme for Improvements has been agreed by the Partnership Council set up by the government to promote co-operation between councils and the Assembly.The Protocol will succeed the Best Value regime and will include the creation of an Improvement Board, with representatives of all the key players in the Wales Programme, which will report back to the Partnership Council.

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TRADE UNION e-DEMOCRACY A STEP CLOSER

Headlines, PublicNet: 22 January, 2003

Trade union ballots and elections could soon be conducted using e-voting methods following a campaign by union officials. UNISON, the public service union has played a leading role in the moves to see the end of legal restrictions on e-democracy in union affairs.The government is currently reviewing trade union legislation as part of its wider e-voting plans. UNISON General secretary Dave Prentis wrote to Alan Johnson, the employment relations minister, claiming that allowing electronic voting would increase participation in union ballots. At the moment it is prohibited by law.

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THE COLLABORATIVE LEADERSHIP FIELDBOOK

Book News, PublicNet: 22 January, 2003

By David D. ChrislipThe book offers nonprofit practitioners, community leaders, and public officials a practical, hands-on resource for innovative ways of building partnerships to solve the civic problems too big for anyone to solve alone. It describes a new type of leadership that brings together diverse stakeholders to solve a community’s problems. It presents the tools needed for applying the lessons learned, powerful approaches that get results, and guidance for solving complex community problems. It outlines ways to establish effective civic leadership development programs to support collaborative efforts and provides a comprehensive guide to collaboration from conception to implementation.

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THE KEY TO SUCCESSFUL CALL CENTRES

Features, PublicNet: 22 January, 2003

By John Burton The conversion of an entire organization to become genuinely customer centric is a massive undertaking and one that doesn’t happen overnight. Changes in the back office are just as important because callers want a satisfactory outcome, not just a three-ring response. The author explains how customer relationship management can be applied to make it possible to interact with the right people, the right information and at the right time.

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