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Improving Customer Service in the Public Sector – Higher Quality, Lower Cost
London, 3 March 2009
Birmingham, 6 October 2009
Overview
At a time of financial cut-backs, public agencies are vulnerable. They need to manage resources to maximum effect while meeting targets such as the new National Indicators on customer and service satisfaction.
This means gaining better insights into the communities which public agencies are serving, setting challenging targets for improvement of customer service, developing a learning and improvement culture based on sound self-assessment, and putting rigorous quality assurance systems in place.
This training course will provide practical demonstrations on how each of these critical stages can be successfully tackled in public service organisations.
Objectives of the Training Course
The aim of this training course is to give an overview of the latest thinking, tools and techniques in customer care and service improvement. It will provide practical examples and guidance on how public agencies can make the shift towards becoming a customer-orientated organisation. Delegates will have an opportunity to experiment with the latest ideas and see how they can be applied in their own organisations.
Who will benefit from this Training Course?
- Managers responsible for customer service, performance improvement and quality management in public service organisations
- Policy makers, including senior managers and politicians, in national, regional and local agencies.
- Managers of strategy and policy units in public sector organisations.
Approach
The seminar approach will be interactive. All presenters will suggest ways in which their case studies could be developed to be relevant to a wider range of public agencies. Moreover, participants will be asked to consider what lessons can be drawn on how to adapt these approaches to their agencies.
Key Topics
- An overview of customer service and performance improvement approaches in the UK public sector
- Current tools, techniques and frameworks to improve customer services:
- Service charters
- EFQM Excellence model
- ISO 9000 series
- Customer insight techniques for improving services
- Balanced Scorecard for customer service and performance improvement.
- Engaging and empowering your customers to improve services
Sessions will be facilitated by:
Tony Bovaird is Professor of Public Management and Policy at INLOGOV, University of Birmingham and a Director of Governance International. He directs the overarching evaluation of the Local Government Modernisation Agenda, commissioned by CLG, and has recently acted as a consultant to OECD, the World Bank, the Audit Commission, the Cabinet Office, DCMS, and many local authorities.
Elke Loeffler is Chief Executive of Governance International, a non-profit organisation based in the UK, specialising in quality management to improve the quality of public services and the local quality of life. She has run many quality training courses all over Europe and has recently acted as a keynote speaker to national quality conferences in Belgium, Czech Republic, Slovenia and Spain.
Full programme
You can download the detailed programme in .pdf here.
Registration
The fee is £395 per delegate (including refreshments and lunch).
Please fill out the registration form below or simply email elke.loeffler@govint.org.
In-house training
We also run our training programmes in your agency. Please contact Elke Loeffler if you are interested in a programme tailored to your needs.
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