THE LIVERPOOL STORY Karen Lewis e-Government Manager

1999 Highest council tax in UK Low quality service delivery Chronic departmentalism Process, strategy, process, strategy …. Loss of confidence and trust Achievements – external Transactional Website – top 80% of PS websites LPSA – Savings actually realised Accessibility Compliance – W3C AACompliant

BUILDING BLOCKS Dissatisfaction with the past Clear vision New ways of thinking Clear, precise potential priorities Customer contact agenda Achievements - Internal

THE DIFFERENCE Political / management alignment Clear strategic vision Levels of delegation ‘big leap’ Measured risk taking Spend less! Baseline – as is process – customer Implementation – 80% right Sometimes customer does not know what they want until it is there. Risk – corporate projects

TECHNIQUES Public - Private Partnerships Clear managerial agenda Simple message “Customer at the heart of the Organisation” Product, product, product No more money!

IMPROVEMENTS REALISED EFQM Most Improved Council Capital of Culture Transactional website (top 8%) BVPI157 - achieved a year early Self Service 24/7 call centre 10 OSS’s 6 kiosks Beacon Council 4 CFC’s… Statement of Requirements – comprehensive as possible Dynamic – adapt to changes in development. BVPI157 – then key priorities – 80/20 80/20 rule – implementation 80% and then fix 20% Allow people to make mistakes – CRM/DiTV Dependencies- Outside of your control e.g. DP + HR Act

EFFICIENCIES Over 3000 less employees £105 million out of cost base 60% of KPI’s have measurably improved (34% KPI’s in top quartile) 40% reduction in transaction costs Accommodation strategy Reduction in ICT spend Continues Improvement - Develop channels – Take up – target channels to relevant customer - marketing Emerging Technologies – innovation – new way of service delivery – better use of partners Achieving Excellence

FUTURE Portals/ authentication Excellent council 500 seat call centre Mobile technology Hosting services for other organisations Continues Improvement - Develop channels – Take up – target channels to relevant customer - marketing Emerging Technologies – innovation – new way of service delivery – better use of partners Achieving Excellence