Connecting customer service and efficiency
Held in Warwick Hall and Stareton Hall at Stoneleigh Park, near Coventry, on Thursday 26 April.
Chaired by TV presenter Sara Coburn
Programme
|
09.00 |
Registration and Exhibition |
|
10.00 |
Welcome and opening remarks
Peter Ryder, President of Socitm |
|
10.05 |
Introduction to the day’s programme
Sara Coburn, conference chair |
|
10.20 |
Local government and the politics of public service improvement
Tony Travers, Director, LSE London |
| 10.55 |
The Carlisle floods - a survivor's tale - a case study in business continuity
John Nutley, Head of Customer and Information Services, Carlisle City Council |
|
11.25 |
Refreshments and exhibition |
|
12.05 |
A better service for citizens and businesses, a better deal for taxpayers
Sir David Varney, the Chancellor’s former senior adviser on service transformation |
|
12.45 |
Socitm AGM, Lunch and exhibition |
|
14.15 |
Case study: the journey from outsourcing to partnership
Andrew Moulton, Corporate Head of IT, Wokingham DC - David Lewis, Account Director, Digica |
|
14.45 |
Managing phone and web channels to maximise customer service, take-up and efficiency: findings from recent research by Socitm Insight
Martin Greenwood, Programme Manager Socitm Insight |
|
15.15 |
Case study: maximising take-up of online recruitment and resulting efficiency gains
Steve Scott and Shilpa Arya, Leicester City Council |
|
15.45 |
Closing remarks: Socitm’s new President |
|
16.00 |
Tea, exhibition and depart |