outline programme
day one - Wednesday 6 May 2009
Focus on national policy context
This day focused on the national policy with contribution from the key sectors:
central and local government, third sector, police, health and private sector
Registration and refreshments
Introduction and welcome from the conference Chair
Janet Callender,Chair, Local Government Delivery Council
Keynote address
Lord Richard Best, President, Local Government Association
Delivering local services that:
- respond to the current economic challenges
- explore different models of delivery - working with the private sector and the third sector
- benefit from new leadership styles both locally and nationally
Keynote address: the central government perspective
Chris Wormald, Director General Public Service Reform, Cabinet Office
Focus: partnership working at the front line - the challenges and opportunities in delivering better services for local citizens
Working in partnership: the police perspective
Steve Mortimore, Director of Citizen Focus and Neighbourhood Policing Programme, National Policing Improvement Agency
Working in partnership: the health sector perspective
Dr.Helen Bevan OBE,Chief of Service Transformation, NHS Institute for Innovation and Improvement
- making a difference to hundreds of thousands of service users: what it really takes to spread best practice in health and social care
- improving quality, enhancing user experience and reducing costs at scale
- how social movement thinking is redefining our approach to improvement
Working in partnership: the third sector perspective
Pat Samuel, Deputy Director, Public Sector Partnerships Team, Office of the Third Sector
- customer led transformation - the role of the third sector in helping us meet the needs of the local community
- working with local partners to deliver PSA and LAA priorities, e.g. reducing childhood obesity or supporting older people live independently
- innovation at a local level - examples of joined up local authority / third sector work that demonstrates more customer focused delivery
Questions and discussion
Lunch, networking and exhibition
Lunchtime workshop
End-to-end customer interaction = service transformation
This special lunchtime briefing will explain how new communications technologies such as speech recognition and voice automation are transforming service delivery at the NHS, local authorities and other government agencies – leading to better customer service, higher productivity and lower operating costs.
Many customer-focused organisations are now using live and remote agent services to facilitate end-to-end customer interaction at the frontline, delivering tangible performance and process improvements through shared services, 360 degree customer views and single sign-on to disparate, legacy systems in the back office.
Find out how you can deliver an end-to-end service-oriented solution at this fascinating session from industry experts, TelephoneticsVIP and Datadialogs.
Local partnerships: where does the responsibility lie when things go wrong?
Tony Redmond, Local Government Ombudsman
Based on the detailed researched carried out by the Local Government Ombudsman and the findings published in the report 'local partnerships and citizen redress', Tony will highlight some of the key recommendations to address this issue including:
- the need for clear accountability
- the need for effective communication
- the need from a strong commitment to learn from complaints & feedback to improve services
Round table discussion: looking at the work you are doing in your organisation
- what are the key challenges to delivering better services for citizens?
- What are you doing to address these challenges?
- How are you engaging your local partners?
- What examples of innovation can you highlight - e.g. joint budgets set around shared customer groups rather than around the parent organisation?
Refreshments and exhibition
Focus: bringing the sectors together - joining up to deliver public service delivery
Panel debate: ‘This house believes that the main barrier to joining up local public services is the cultural differences between key local organisations and therefore to truly deliver joined up public services for our shared customers we are all going to have to work in different ways?’
Sarah Fogden, Deputy Director, Service Transformation Public Service Reform, Cabinet Office
Richard Kramer, Director of the Centre of Excellence in Connected Care, Turning Point
Nigel Keohane, Senior Researcher, New Local Government Network
Steve Mortimore, Director of Citizen Focus and Neighbourhood Policing Programme, National Policing Improvement Agency
Kim Ryley, Chief Executive, Hull City Council and Chief Executive's Taskforce Representative
Chair’s summary
Themed workshops
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- Asset Skills: The Public Sector Skills Framework and how it will help your organisation
- Revolutionising front-line planning services with the Planning Portal
- The truth behind front office business cases
- Making shared services work: practical solutions for today's problems
Drinks reception
Close of day one
day two - Thursday 7 May 2009
Focus on local service delivery
Day two explored the excellent and next practice taking place in public service delivery. The workshops and case studies featured were among the best example of partnership working, engaging with local communities and delivering services that meet the needs of local customers.
Refreshments
Introduction to day two
Janet Callender,Chair, Local Government Delivery Council
Keynote address:
Councillor David Parsons CBE, Chair, LGA Improvement Board
How local government is driving improvement; through community and political leadership bringing together a range of local partners , being innovative and championing the customer
Speed briefings
an opportunity to participate in a fast paced interactive briefing session to provide short lively introductions to the workshop case studies.
Refreshments and exhibition
Focus: sharing best practice examples of partnership working in local public service delivery
Following the speed briefing session, delegates will have the opportunity to attend a number of workshops throughout the afternoon. Workshops will include examples of excellence in partnership working between local authorities and their community partners from the health, police, housing and third sectors. They will demonstrate the importance of joining together with local partners to design and deliver services that better meet the needs of the customer, highlighting the challenges and barriers they faced, and sharing the benefits to be achieved.
Workshop session one
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- Cumbria County Council - Local Link
- Cardiff City Council - Consumer Direct Wales
- Free School Meals
- London Borough of Greenwich
Lunch, networking and exhibition
Lunchtime workshop
Citizen insights: focusing services upon the needs, wants and expectations of citizens
CACI’s Neil Mackin will explain how greater customer insight can enable you to reduce costs, improve effectiveness and increase revenues.
During the workshop, Neil will explore how:
- Citizen insight helps local authorities to improve the self-reliance of communities and target financial advice and support
- The impact from the recession can be anticipated to target local support
- Investment decisions or cuts can be determined based upon a clear understanding of their impact
Workshop session two
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- North East Derbyshire
- Essex County Council and Post Office Ltd
- Kent Gateway
- Achieving cross organisation transformation: the cultural dimension
- Beacon Scheme - Strategic Commissioning
Afternoon refreshments
Workshop session three
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- London Borough of Hackney - Local Strategic Partnership Public Service Promise
- London Borough of Lambeth - Gracefield Gardens
- Developing a Business Case
- Tell Us Once
Conference close