- Sir David to speak at Socitm Spring Conference in April 2007
The Society of IT Management (Socitm) has welcomed the report and recommendations authored by Sir David Varney and published by the Treasury on 6 December as part of the pre-budget statement. The report, Service Transformation: a Better Service for Citizens and Businesses, a Better Deal for Taxpayers, includes 39 specific recommendations to support transformation in the delivery of public services.
In a paper setting out advice to members in response to the report, Socitm describes Varney’s work as ‘a wide-ranging review of the ways in which citizens interact with public service bodies’ that ‘identifies significant improvements and cost savings that could be made through better management by government bodies of different contact channels, in particular by encouraging increased take-up of the web and by handing telephone contact better.’
The report is praised for an approach, which, says Socitm, displays ‘a healthy mixture of political, emotional and technological intelligence’ and is ‘for the most part incisive in its observations and intelligent in its assessments and recommendations whilst retaining what appears to be a consistent citizen and business focus throughout.’ The scope of the report and its recommendations, and the robustness with which Sir David Varney has tackled his brief, are also applauded.
In addition, Socitm strongly supports the report’s expressed views about what is needed to achieve the stated service transformation goals. In particular, the report refers to the dangers of focussing on today’s business model at the expense of developing tomorrow’s – a warning that Socitm would reinforce by re-stating what it has said repeatedly over recent years – ie that while ‘tinkering’ with current processes may achieve some short term gains against the latest targets, this approach will not ultimately meet the needs of citizens, businesses or ongoing efficiency requirements.
Socitm also agrees strongly with Varney’s view that although there are many examples of innovative practice across government (some of which Socitm has highlighted through its own best practice publishing activities) too often these remain small scale and have not progressed into more widespread delivery.
Where Socitm does take issue with the report is in its failure to acknowledge the differences between local and central government, the contexts and circumstances in which they operate, and how this might affect the report’s recommendations. For example, there are calls for the rationalising of government websites and of sub 200 seat call centres that may be appropriate for central government, but are probably not for local government. This sort of ambiguity causes uncertainty about reports recommendations and may provide an excuse for some people in local government not to engage with it’s the report’s findings and recommendations.
This would be a mistake, says Socitm. The underlying principles and issues at stake are for the most part common across government, and 27 out of the report’s 39 recommendations are highlighted as being of particular interest to local government. On this basis, Socitm is recommending to its members that the Report is used to challenge existing models of service delivery and to provide a stimulus and guide to real transformation of service delivery.
Sir David Varney has accepted an invitation to speak at Socitm’s Spring Seminar on 2007, which will take place at the Stoneleigh Royal Showground, Nr Coventry, on 26 April.
Notes for editors
Socitm’s advice to members on the Varney report can be found on the Socitm website.
Better Answered? A new report from Socitm Insight, based on research into telephone enquiry handling by local authorities, provides evidence around some of the issues highlighted in the Varney Report. In particular, it shows that some councils are failing to exploit website investments for efficient enquiry handling, while others may be allowing new silos to emerge around the phone and web channels. Further information at www.socitm.gov.uk.
Further information
Adrian Hancock, SIAG Programme Manager
Tel: 07887 781612 email: adrian.hancock@socitm.gov.uk
Vicky Sargent or Peter Coates, Socitm Press Office
Tel: 0845 094 5641 email: vicky.sargent@socitm.gov.uk or peter.coates@socitm.gov.uk