Liverpool City Council has received a Vison 100 award as one of the top forward-thinking organisations in the UK. The initiative, backed by BT and Cranfield School of Management, celebrates innovative and progressive private and public sector bodies.The panel of judges, which included Sir Peter Bonfield, CEO of BT; Peter Murray, Cranfield School of Management and Mark Goyder, Director of the Centre for Tomorrow’s Company, were influenced by structural changes and the development of e-government facilities. A new top team has transformed the way the council works – putting the customer at the centre of everything it does and providing first-class services. Eight city council directorates, which acted independently of each other, were abolished and replaced by joined-up team of executive directors.
The award recognises the success of Liverpool Direct, the largest council contact centre in the UK, which takes over a million calls a year. The centre has grown from 13 staff eighteen months ago to 125 – and continues to expand. The multilingual service has attracted international attention and operates outside standard opening hours, including late nights and evenings, making it easier to contact the council.
The panel of judges also took into account the recent opening of a one stop shop that provides local residents with a first class service right at the heart of their community. This is the first of a network of 12 one-stop shops to be opened throughout the city in the next three years.