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LATEST EVENTS AND GALLERIES

  1. Digital by Default 2012
  2. NHS Quality of Care: delivering sustainable improvement
  3. Public services are opening up to more and more competition. New providers are increasing the choice for citizens with the aim of driving up the quality of service they receive. How public sector organisations treat customers, how they deal with their feedback and complaints and how they change what they do as a result ? these factors shape the services that people want and value. At a time of reduced budgets and stretched resources, the success of customer focused strategies becomes essential to every organisation ? enhancing outcomes and delivering cost-effectiveness for providers. <br /> <br /> The latest UK Customer Satisfaction Index (UKCSI, January 2012) shows that local public services have seen their customer satisfaction ratings fall. In the private sector, customer satisfaction and loyalty are often seen as vital for survival and success. Public sector organisations have also come to realise that looking after their customers and taking the opportunity to learn from them enables delivery of services that are both effective and efficient. At Excellence in Customer Service: Supporting Quality Public Services our expert speakers explored how customer insight tools, techniques and analysis offer an opportunity to deliver greater value for money and positive outcomes for service users.
    Excellence in Customer Service: Supporting Quality Public Services
  4. These are challenging times for the public sector, and managers must do things differently if they are to ensure the delivery of high-quality services. An increasing number of public sector organisations are implementing lean: a structured and systematic approach to involving staff in the delivery of more efficient and often better services, creating an environment that enables continuous improvement. A variation on lean is systems thinking, which looks at end-to-end processes. Using lean and systems thinking can transform public sector performance, delivering efficient and streamlined services, systematically removing unnecessary waste or duplication and better meeting customer needs. <br /> <br /> Success in using lean techniques to redesign work areas and processes requires the involvement of the whole workforce. Strong leadership is hugely important, and management has to be open to the changes a lean approach will bring about. This makes staff feel encouraged and empowered about the change, which is vital in maintaining the improved outcomes of new working practices. Communication is essential ? staff must be informed about change and given time to prepare for it. <br /> <br /> Lean is not a magic formula; it takes time to plan and implement and to start to deliver results. However, it is one of the main opportunities public sector organisations have to maintain and, sometimes, improve services when finances are tight. A strategic approach is vital: it is important to prioritise application of lean thinking to the areas of greatest potential benefit and integrate it with wider change and cost-reduction programmes. Outstanding project management is a key factor in terms of time/resource efficiency and effectiveness. Technology can help to provide services in new ways ? shrewd investments in innovative developments can pay dividends. <br /> <br /> For organisations looking to apply lean techniques, examples from others who have used them in a similar way are invaluable. Public Service Events' fourth annual Lean Government conference offered practical sessions showcasing lean thinking in a public sector setting, sharing experiences and best practice. Delegates received an understanding of lean and its principles, a review of efficiency and lean initiatives in the public sector and lessons learned, and a range of case studies from central government, local government and the NHS. This event was designed for forward-thinking managers who possess a public service ethos and who put the interests of both their staff and the public at the top of their list of priorities. <br /> <br />
    Lean Government: Improving Productivity, Quality and Public Service

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