John Tanner, Head of Operations, Salford Direct The importance of selling the vision to those involved and that joining up sometimes means breaking apart. The relevance of Business Process Reengineering, giving some examples of how Salford has benefited from the development of the SPRINT methodology How staff involvement really does add value to the process. [...]
Success of Customer Service Centres Migration of staff (and budget) Integration of service areas Cultural change Cost of programme Property rationalisation vs. new building Click here for case study
Tom Castley, Consultant, RightNow You have spent vast sums of money e-enabling your services and transactions in line with government mandates (BVPI 157) – why are people not using them? The internet will not be a success unless all three pillars are in place – Content, Transactions and Interactions. This presentation covers: The current contact [...]
Roy Wainwright, Head of Customer Services, Halton Borough Council Introduction to Halton Integrated Service Delivery The Benefits of Integration Click here for case study
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