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Modernisation SeminarsLGPD, in partnership with councils and other organisations runs Modernisation Seminars flowing from the ongoing work of the two sub-groups of the SLB. Current Events ASSET MANAGEMENT AND BUDGET MODELLING Event Details : Tuesday 10th June 2008 (126KB) - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Previous Events...... Stakeholder Engagement - Involving People in Decisions about Public Services (20 May 2008, Newtownabbey Council Offices) This seminar was run in partnership with local councils and aimed to highlight the challenges and benefits of providing citizen-centred engagement. Organisations have always used customer feedback as the starting point for designing, delivering and evaluating their services – and so has local government. There is now a high priority being attached to engaging citizens and the rigorous, transparent and mainstream way in which it is now expected to be done. Newry & Mourne District Council outlined their approach to encourage and support civic participation so that the councils can make more informed decisions on behalf of people. Who attended?
Customer Relationship Management (CRM) Systems and the link to Improved Customer Service (30 November 2007, Antrim Civic Centre) This first seminar was aimed at highlighting the challenges and benefits of providing citizen-centred services. The seminar included speakers from Local Government in Northern Ireland who shared their experiences of introducing improved systems and processes with particular emphasis on the introduction of a CRM system to improve customer service.
Speakers from Antrim Borough Council, described how the Council transformed its approach to customer service and the significant benefits achieved both in terms of the organisation and customer satisfaction levels. Belfast City Council speakers highlighted the capabilities of CRM systems in relation to improving organisational performance and increasing customer satisfaction levels. Who attended?
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Concentrating on customer services - Implications for councils, councillors and customers. SEMINAR OBJECTIVES This event highlighted the central role that improved customer services plays in developing better services. A number of issues were covered including the practicalities of improving access to services for citizens, customer contact strategies, how customers and how members can enable citizen engagement with the council as services develop. Speakers included: Huw Roberts, East Riding of Yorkshire Council Nora Winder, Armagh City and District Council Marion Goodman, Kettering Borough Council Elanor Gill, Consumer Council for NI Leon Unczur, Nottingham City Council Who attended?
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