TEAM BUILDING TOOLKIT

Abstracts: August 15th, 2007

The Chartered Institute of Personnel and Development has launched a new tool to encourage flexible and responsive team work across organizations.Team working has evolved. Teams need to develop quickly in response to the demands of the work they have to do. People are required to be more flexible, mobile and work more quickly and effectively with a new group of colleagues. It is no longer about sustaining and developing team identity over a number of years.

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CHALLENGE OF THE SPENDING REVIEW AND TRANSFORMATIONAL AGENDA

Abstracts: August 13th, 2007

This programme is now available to view on egovtv.tv, the online television channel for public service modernisation. It provides a light hearted overview of the various components needed to achieve transformation. The ‘Two Johns’ sketch charts the challenges faced by senior officials of councils and members in addressing the transformational agenda.The sketch is accompanied by an interview with Nigel Bates, Head of Local and Regional Government at Hedra plc, who discusses the impact and challenges the Comprehensive Spending Review 2007 and the current Transformation agenda is posing to local authorities, their senior officers and members, and the work Hedra Consortium is doing to help. The CSR07 challenges authorities long term more than Gershon has done and will bring fundamental change. Performance of every local authority is going to be under greater scrutiny from the public and central Government and its executives are going to have to reconsider the way it delivers services to the citizen.

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DEPLOYMENT AND IMPACT OF SUPPORT STAFF IN SCHOOLS

Abstracts: August 8th, 2007

This report sets out the findings from the Second National Questionnaire Survey of Schools, Support Staff and Teachers following National Agreement: ‘Raising Standards and Tackling Workload’ introduced in 2003. A key element of the Agreement was tackling teacher workload, including a concerted attack on unnecessary paperwork and bureaucracy, and review of support staff roles.Following the introduction of the Agreement there were large increases in Higher Level Teaching Assistants, ICT Support Staff, Cover Supervisors, Catering staff, Data Manager/ Analyst, Examination Officers, and Creative Arts Specialists.

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SHARED SERVICES – EXPERT FORUM

Abstracts: August 6th, 2007

This programme is now available to view on egovtv.tv, the online television channel for public service modernisation. The expert forum brings together policy leaders, advisors and practitioners to consider the benefits that shared services between councils and other public bodies can deliver and the different approaches to partnerships, governance and commercial arrangements that are proving successful in establishing shared services.The discussion also covers areas such as the direction which central government is setting to encourage shared services, how the private sector can facilitate organizations in tackling the challenges of collaboration and which departments are particularly successful when shared.

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LOCAL GOVERNMENT MANAGERS GO SHORT ON HOLIDAYS

Abstracts: August 1st, 2007

This survey by the Chartered Management Institute found that 63 per cent of managers in local government admitted they will not use all their available holiday allowance this year. The figure has increased from 40 per cent in 2003. With 83 per cent in the sector suggesting that holidays help them ‘cope better with work stress’ and 91 per cent believing holidays help them ‘recharge their batteries’, it is surprising that 43 per cent of respondents intend to carry holiday time over to the next calendar year.Asked why they are prepared to sacrifice time off, one-third in the sector blamed excessive workloads. Some also admitted it was down to ‘poor personal planning’, 7 per cent, and ‘enjoyment of work’ 5 per cent.

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CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM BRINGS CUSTOMER FOCUS

Abstracts: July 25th, 2007

This programme is now available to view on egovtv.tv, the online television channel for public service modernisation. The case study describes how the London Borough of Bromley is transforming services to residents and generating internal efficiencies by increasing links between its call centre and service departments.The CRM system eliminates the need for callers to repeat requests as they were passed from one extension number to another and they now only provide information once.

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FROM RHETORIC TO REALITY: ENGAGING USERS IN PUBLIC SERVICES

Abstracts: July 23rd, 2007

This report from the Future Services Network sets out a challenge for central and local government to put consumer engagement at the heart of public services. The Network is an alliance founded by the National Consumer Council, third sector leaders and the Confederation of British Industry to bring consumer, voluntary sector and business organisations together to look at how future public service provision could be shaped by the people and communities that use them.A poll commissioned for the report from MORI showed that 83 per cent of respondents would like more influence in deciding how local public services are delivered, such as which doctor or hospital they use, and the priorities for local police.

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COUNCILS AT BOTTOM OF NEW CUSTOMER SATISFACTION INDEX

Abstracts: July 18th, 2007

Local government came last in a survey of customer satisfaction by the Institute of Customer Service with a score of 56 per cent. This is the first UK Customer Satisfaction Index which shows how well or badly UK organisations perform. The survey asked 2,000 respondents to score on priorities such as professionalism, complaint-handling, quality, and competence and friendliness of staff. It is planned to repeat the survey at six monthly intervals.Utilities performed slightly better with 58 per cent. Telecommunications scored 63 per cent and transport 64 per cent. Organisations at the bottom of the table showed up particularly badly when dealing with problems and it is claimed that this demonstrates a poor attitude to customer relations. The ambulance service was the best performer in the survey with 88 per cent.

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BUSINESS IMPROVEMENT PACKAGE

Abstracts: July 11th, 2007

The package has been developed by Communities and Local Government. It brings together the key components of many transformation and customer service projects carried out by local authorities and it links with other national and regional sources of support and capacity building.The package has been put together against the background of rising expectations of citizens and the calls for more choice in the way services are received. At the same time, there is increasing pressure on local authorities to cut costs, including the cross public sector requirement to deliver cashable efficiency gains of at least 3% per annum. The Business Improvement Package is designed to help local authorities and their partners improve services whilst reducing costs at the same time.

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THIRD SECTOR STRATEGIC PARTNERS SCHEME

Abstracts: July 9th, 2007

Communities and Local Government have launched a Strategic Partners programme to engage with key third sector organizations. These include all non-governmental organisations that are value driven and which principally reinvest their surpluses to further social, environmental or cultural objectives. It includes voluntary and community organisations, charities, social enterprises, cooperatives and mutuals as well as housing associations.The programme envisages the development of a network of strategic partners who pursue objectives which are in line with the priorities of Communities and Local Government and who operate at a national level in supporting local action. Strategic Partners will be encouraged to support specific areas of the Department’s responsibilities and the overall vision.

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