Posts tagged: "Customer service"
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
Posted on August 10, 2016 by Janet Coull-Trisic
If that is the case then we should scrap this post and turn it into one long infographic. But it’s not that simple: infographics are not the right communication tool for every occasion and can also be time-consuming to create. more… Trendy NAO: Visualising data
Posted on April 1, 2016 by Christopher Woolley
Yes, according to Daniel Kish. He’s a blind Californian who uses echolocation. He creates a mental map using sound, rather than by sight. With lots of practice, he learnt to ride a bike – on public roads, safely – a feat many regard impossible for the blind. more… Can blind people cycle?
Posted on March 11, 2016 by Kate Mathers
The end is nigh – of the financial year, that is. So it’s the perfect time to inspire you by sharing some great examples of public sector corporate reports. Building Public Trust Awards: Examples of good practice in annual reports, 2015, profiles a wide range of examples from last year’s reports, across categories such as: strategy, measures of success, operations and people factors. more… Great ideas for annual reports
Posted on January 20, 2016 by Alec Steel
The spending review is done, the commitments have been made for the next five years. Now the hard work begins. Not only are there are some big change projects in the pipeline, but around £600 billion is likely to be spent each year on ‘business-as-usual’ operations. These include the central and local government services that most directly affect individuals. With government still facing tight budgets it remains crucial that operations are efficient, and are what citizens need, to ensure good value for money. more… Improving services for citizens