Posts tagged: "Customer service"
Posted on February 10, 2017 by Emma Willson
Cost savings failing to materialise. Customers hit with poor service and financial losses from public services. Contracts disputed and terminated. Contracts can go badly wrong before they even begin if the set up and management aren’t right. Since launching Commercial and contract management: insights and emerging best practice we’ve reported on three contracts that have enjoyed varying degrees of success. As part of our series to share insights into best practice contracting, in this blog-post we explore lessons from these three contracts. more… Setting up successful contracts
Tagged: Accountability, Contract insights series, Contract management, Cost reduction, Cross-government, Customer service, Good practice principles, Information management, Performance management, Risk management
Posted on January 23, 2017 by Charles Nancarrow
Scams, unfair trading, e-crime, unsafe goods – these harmed consumers to the tune of £14.8 billion in 2014-15. And that’s just the estimate of the problems tackled by consumer protection bodies; you may not even be aware of times you’ve been a victim of unfair trading. With poor consumer awareness and threats to consumers becoming increasingly complex and wide-ranging we, the Regulation, Consumers and Competition team, recently published a report. We describe here the types of consumer detriment, who’s responsible for protecting consumers, and what all this means for consumers. more… Do you feel protected as a consumer?
Posted on January 6, 2017 by Sarah Perryman
Management theory is full of good advice, but how should it be put into practice? How can we harness the lessons gleaned from across government and adapt them to the delivery of a specific service? I’ve applied the principles set out in our good practice guide, Managing business operations, to child protection services. Drawing on our recent report, I’ve looked at what’s happening in practice, where there’s good practice be shared and how the centre is taking a lead. Using our identified four characteristics of success, I’ve set out questions professionals should be asking themselves to help improve services. more… Putting children first: Making theory work in practice
Tagged: Accountability, Business operations, Children, Cross-government, Customer service, Good practice principles, Information management, Leadership, Local government, Police, Process management, Risk management, Young people
Posted on December 16, 2016 by Mathew Power
Care leavers happy with their accommodation, aware of their entitlements, feeling they have access to education or employment and that they’re listened to and helped to achieve their aims and aspirations. This is not just a vision of success, it’s the finding of Ofsted’s review of Trafford’s services. However, Trafford is one of only three local authorities out of 103 inspected and judged to be ‘outstanding’. Why? Often the answer can be found by consulting care leavers themselves. more… Care leavers: engaging for solutions
Posted on December 6, 2016 by Amyas Morse
I was delighted once again to be a judge for the Civil Service Awards. The awards aim to showcase best practice across the civil service, including inspirational leaders, excellent use of evidence, effective transformation, great skills development, committed customer focus, straightforward communication, and clear, practical and collaborative approaches to driving growth. In this blog-post I want to highlight some of winners and their successes. more… Award winners’ secrets
Posted on November 22, 2016 by Charles Nancarrow
What do energy suppliers, railways, doctors and rubbish collectors have in common? The answer: they, and many others, deliver essential services that involve, to a greater or lesser extent, a ‘market mechanism’. In a world with a wide range of public service delivery mechanisms, including direct service provision (the military, tax collectors, police, NHS A&E services etc.) our new public service Market Analytic Toolkit is the latest NAO resource designed to help government address a set of new challenges around its use of markets to deliver public services, including oversight, consumer protection, regulation and helping to achieve effective competition and innovative delivery. more… Making public sector markets work
Posted on October 20, 2016 by Ashley McDougall
Local authorities are under pressure. Demographics, cuts in central government funding, statutory services and public expectations combine to pose huge challenges to the financial sustainability of services. Has the limit to efficiencies been hit? We spoke to local authorities to find out if there’s still scope for improved value for money and to discover what works and what will prevent local public service reform. more… Local service reform: is it all about the money?
Posted on October 4, 2016 by Alec Steel
“Change is the law of life”, as John F Kennedy said. The big question at present is, what changes will Brexit bring? What will it mean for government departments? For local authorities? For people using services? For businesses? For the way government works? Amidst all the unknowns, one certainty is that we need a civil service able to manage major change effectively – not only new change relating to Brexit, but all the existing transformation of public services. Drawing on the extensive experience of our Operations and Process Management Community of Practice we explore key lessons for managing change effectively. more… The glue to managing change
Tagged: Amyas Morse, Brexit, Business operations, Change management, Cross-government, Customer service, Good practice principles, Information management, Leadership, Performance management, Process management, Skills
Posted on September 15, 2016 by Ashley McDougall
Do you know how many children there are living in care in England? How much local authorities spend a year on foster or residential place for a child? What proportion of children in care passed five GCSEs including maths and English? Without answers to such questions, it’s hard for local authorities and the Department for Education (DfE) to improve services. And with young people who have had a background in care more likely to face problems such as unemployment, homelessness; contact with the criminal justice system; or mental health issues; there’s a strong need for improvements. That’s why in 2014 we began a series of reports on children’s services and have recently published a highly illustrated, ‘easy read’ report for the children themselves. more… Good services: child’s play?
Posted on September 9, 2016 by Charles Nancarrow
“Twenty years ago when accountability of public institutions was discussed, the NAO’s name was not mentioned; it is now.” So said a leading expert in competition law, speaking at an NAO Competition Seminar in June to discuss where the competition regime needs to be by 2020. With competition central to the government’s ambitions to improve growth and productivity, and consumers harmed by anti-competitive practices, this seminar was an excellent example of how the NAO’s cross-government role and its influence can truly help to drive public service improvement. more… Driving forward competition in the UK economy