Description: |
Local Government Channel Migration
**please see last minute revision to agenda**
How to effectively maximise use of more 'cost effective' delivery channels is a topic that is rising up public sector agendas again. The Putting the Frontline First: Smarter Government paper that the PM announced in Dec 2009 features channel migration as a key component. Indeed, it talks about £600 million in new savings through empowering citizens to increase the use of online service delivery and reduction in face to face contact. This event starts to explore the implications of the Smarter Government paper, takes a peek at a costing tool to enable informed channel migration, and shares peer experiences of migrating to cheaper channels of access.
Event Themes:
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Why do we need to focus on channel migration?
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Why is cost to serve important and how do we cost our channels?
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What are the opportunities for shared services across access channels?
Who Should Attend:
Guest Speakers:
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Adrian Moores (Chair), Stockport Council
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Tim Rainey, Tameside Metropolitan Borough Council
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Peter Wrigley, ESD Toolkit
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Alison Miller, Allerdale Council
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Jillian Gillespie, Carlisle City Council
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Gerald Power, Cabinet Office
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Shelley Heckman, NWEGG
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Phil Swan, NWEGG
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Time |
Agenda |
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9:30am |
Arrivals & Refreshments
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10:00am |
Welcome & Introductions
Chair: Adrian Moores (Stockport Council)
Adrian Moores is the Chair for the Customer Services Management group and he will be opening the session. Adrian is Head of Customer Services at Stockport Council. |
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10:10am |
National Update on Channel Migration & Online Free School meals
Speaker: Phil Swan (NWEGG)
Tim Rainey will be providing the latest update on the implications of the Smarter Government paper and Channel Migration on Local Government. Tim serves as a local government representative on both the Contact Council and the Local Government Contact Council. The Contact Council is a key delivery mechanism of the Cabinet Office that has oversight of all customer contact in the public sector.
Tim Rainey sends his apologies as he now cannot attend the event. Phil Swan will attempt to present the Contact Council slides and deliver the key messages that Tim would have made.
Additionally, Phil will also provide a brief introduction to the onlione free school meals initiative and briefly touching on the benefits of this online channel migration. The vision for Online Free School Meals is of a seamless ‘end-to-end’ service enabling parents/carers to apply online for free school meals in one quick, easy process.
We are holding a separate event that is dedicated to looking at the Online Free School Meals initiative and the national online School Admissions initiative in more depth, later this month. Online schools admissions in the NW lag the national average which is surprising given that it is one of the proven channel migration successes that saves money in terms of administration and printing. If you would like more details and/or to attend, please follow this link: http://www.nwegg.org.uk/view_event.php?id=400.
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10:30am |
Cumbria’s channel migration work
Speakers: Alison Miller (Allerdale Council) & Jillian Gillespie (Carlisle City Council)
Cumbria is undertaking a project to form a shared customer contact centre. As part of this work, they are doing some interesting work around channel migration and benchmark-able channel costing based on cost per contact minute. Alison Miller and Jill Gillespie will be sharing their experience of the work that they are doing.
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11:00am |
Refreshments & Networking
Take the opportunity to network with colleagues over mid morning refreshments. |
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11:20am |
Using Customer Profiling & Service Costs to inform channel shift
Speaker: Peter Wrigley (ESD Toolkit)
Peter Wrigley will be sharing practical examples of how customer insight and understanding of service cost can help inform decision making for channel shift. |
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12:05pm |
Interactive Round Table discussions
We will be giving you an opportunity to share what you are doing in your Authority in terms of channel migration and to start looking at what services could be migrated to be delivered online.
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**CANCELLED** The New Performance Management Framework
Speaker: Gerald Power (Cabinet Office)
Unfortunately Gerald Power has sent his apologies as he can't make it to the North West this time . |
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12:50pm |
NWEGG Programme Update
Speaker: Shelley Heckman (NWEGG)
Hear the latest update from the NWEGG programme, including news on upcoming events and the forward programme 2010/11. |
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1:00pm |
Lunch & Networking
A great opportunity to network with colleagues over a bite to eat. |
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1:30pm |
End of Session |
About the Customer Services Managers' Group
The North West Customer Service Managers Group is a learning and sharing focus group for disseminating National and Local initiatives, agreeing project requirements and providing feedback on National agendas.
Every session is open to any public sector employee and is an excellent opportunity to learn, share experiences and gain insights useful products and take ideas back to your own organisation.
The CSM meetings are Chaired by Adrian Moores (Stockport Council).
All CSM events are organised by Shelley Heckman, the NWeGG CSM Programme lead. Topics and discussion items are arranged based on delegate feedback, and latest information/developments in the Customer Services field. If you have any suggestions for future topics, or you would like to present what your LA is doing at future CSM events, do not hesitate to contact Shelley at the following address:
Shelley dot Heckman at nwegg dot org dot uk
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