Sir Chris Clarke OBE FRSA Front Office Shared Services Project Word on the Street Ltd Transformational Government “t’s about the people, stupid!”

A crowded pitch! e Government Transformational Government Varney Review Lyons Review and Place Making Local Government White Paper Local Area Agreements Local Strategic Partnerships Local Public Service Boards CPA 2008 = Community AREA Assess

What’s it all (been )about? Is it about the economy, stupid? - £ 4 billion – 15,000 jobs, 3 years Put down the infrastructure first ? “If you build it, they will come” ?

Government set a target of 2005 for all Councils to electronically enable 100% of service transactions that can be

Mind the gap!

gimme now! Mouth on the move Millisecond mindset Customer promiscuity Taking the takers Video on demand ! dwindling attention span –

SMS to MSc! e volving language Tate to Tete Ask the PM! Ask the OED! dwindling attention span –

The chart shows that when people search the web, two out of three click to the first or second item returned

Reasons for contacting the council (all methods)

CPA Leader’s or CE’s views Latest press releases NOT:

25,000 visitors Less than ½ success (47%) - DOWN on % to 40% LESS satisfied than 2006 Latest SOCITM better connected Survey, February 2007

South West Council web site A to Z: BINSNo RATSNo WASPSNo

South West Council web site A to Z: BINS Bin Hygiene RATS Careers in environmental hygiene WASPSPest control charges

South West Council web site Joint portal – Council Direct FAQs5. wasps, mice, rats 6. refuse, recycling, bin collection Councils retain own web sites

Dorsetforyou Joint portal – County, 4 Districts Individual council web sites turned off

Dorsetforyou

Transformational Government Strategy “ The design of citizen-centric services to ensure effectiveness of delivery to the customer, achieve policy goals, and to release savings by reducing duplication and streamlining processes” Transformational Government Discussion Forum

Varney examples 61 different benefit claim forms, often asking for common information citizen needs to confirm identity to government 11 times a year a family bereavement – 44 contacts, 180 days

setting up in the period covered by the 2007 Comprehensive Spending Review a service that will allow citizens to inform government once of their change in circumstances; initially this should cover bereavement, birth and change of address Varney recommendations

The data sharing strategy to be developed by the Ministerial Committee should address impediments to sharing identity information and how these should be resolved to enable improvements in service delivery Varney recommendations

Blair launches new drive to let officials share data on citizens P anels of voters will examine proposals Opponents denounce lurch to 'Big Brother state'

Government to close 551 websites Of 951 sites, only 26 will definitely stay, 551 will definitely close and hundreds more are expected to follow.

the establishment of more cross-government one–stop- shop services. These should develop into locations covering both central and local government Varney recommendations

Key proposals LG white paper Fewer PIs and targets Enhanced role as strategic leaders/place shapers through stronger LSP and next generation LAA, CAA Duty to cooperate, councils and partners Stronger cities, strategic regions Stronger political leadership Unitary/ enhanced two tier bids (divide and rule?)

ACTION CHECK LIST Focus on outcomes, not process, technology Outcomes focused on social aims and equity Improve lives, not scores

ACTION CHECK LIST LISTEN to people Use the language THEY use Get rid of the chaff from the web site Be guided by what they are looking for: - ASK -PAY -REPORT -REGISTER -COMPLAIN

ACTION CHECK LIST Focus Groups Mystery shoppers Customer work shops

ACTION CHECK LIST ONE place to go: Portal, one stop shop, contact centre All services – Councils, Health, Police, Benefits

ACTION CHECK LIST Employ the right people and skills : Customer service managers Communicators Assistants with people skills Innovators