1. THE LIVERPOOL STORY Karen Lewis e-Government Manager

2. 1999 Highest council tax in UK Low quality service delivery Chronic departmentalism Process, strategy, process, strategy …. Loss of confidence and trust

3. BUILDING BLOCKS Dissatisfaction with the past Clear vision New ways of thinking Clear, precise potential priorities Customer contact agenda

4. THE DIFFERENCE Political / management alignment Clear strategic vision Levels of delegation ‘big leap’ Measured risk taking Spend less!

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

6. 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…

7. 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

8. FUTURE Portals/ authentication Excellent council 500 seat call centre Mobile technology Hosting services for other organisations