Forgot your password?
New user?
Document Actions
Customer Service Conference
18 May 2007 Presentations
Official Opening: The South Australian Government's Vision for Customer Service
The Hon. Jay Weatherill MP, Minister Assisting the Premier in Cabinet Business and Public Sector Management
Improving Service Delivery and Customer Satisfaction in the South Australian Public Sector
Warren McCann, Chief Executive, Department for the Premier and Cabinet; Government Reform Commissioner
Customer Service Reform: Issues and Challenges for the UK Public Sector
In this presentation Ben Page, Managing Director, Ipsos MORI Public Affairs; Chairman of Ipsos MORI Social Research Institute, UK, examines the successes and failures of the UK Labour Government's approach to public services, which saw rising satisfaction at a local level with some services, a huge investment in infrastructure, large increases in public-sector salaries, and a comprehensive inspection and implementation of performance-management systems. However, these changes also left public-services staff and the public frustrated, and earned the government little credit. What worked and what didn't?
Ben also discusses the UK Labour Government’s failure to manage expectation; the use of choice and personalisation as a driver for change and principle for reform; and the use of research, consultation and involvement
Measuring Customer Satisfaction: The Canadian Experience
With the establishment of the not-for-profit Institute for Citizen-Centred Service, Canada has solidified its commitment to the realignment of government service and service delivery to reflect more of an ‘outside-in’approach, where the needs of the citizen guide and shape the delivery of services. To this end, organisations at all three levels of government from across Canada, and increasingly around the world, are using the Common Measurement Tool (CMT) to assess satisfaction, expectations and needs, all from a client perspective. The CMT is assisting in the transformation to the citizen-centred approach, for which Canada is recognized as a world leader. This presentation examines the origins and evolution of the CMT, as well as real examples of the types of service improvements that it can facilitate.
The Many Dimensions of Customer Service
Dr Geoff Mulgan, Adelaide Thinker in Residence; Director of the Young Foundation; Founder of the UK Think Tank DEMOS; Former Director of Policy at No. 10 Downing Street under Tony Blair.
Bringing it Home - Conference Summary
Sue Vardon, Chief Executive, Families and Communities; Government Reform Commissioner.