|
|
 |
|
Viewing report
|
|
|
|
Towards a Citizen-Centric Authority: Beyond CRM, e-Government and the Modernising Agenda in the Public Sector
Hewson Group, June 2004, Pages: 164
As the UK government's 2005 targets loom closer, this is a timely consideration of progress in this critical area and a sharp look at what still needs to be done. Increasing public sector expenditure and effective services to citizens are not always linked. The UK experience over the last two to three years is an attempt to bring the experience of the consumer as a citizen closer to that available in the private sector. The evidence is that many authorities have made real progress, and these are detailed in the report; yet too many projects are tactical and carried out to meet deadlines, not strategies.
This report carries a simple but important message - Customer Relationship Management (CRM) and e-Government are not ends in and of themselves, but rather key enablers that can help authorities meet two more fundamental needs outlined in this report.
The report itself is divided into two main sections. The first section, Setting the Context, examines two major external priorities for authorities - consulting citizens and joining up service delivery through partnerships - and reaches six conclusions.
The second section of the report, Building the Citizen-Centric Authority, looks at key aspects of the work needed within most authorities to improve responsiveness to citizens and the cost effectiveness of services, ranging from redesigning processes to measuring performance.
Features of the report include
- Numerous case studies of local authorities
- Detailed insight into local government and the Modernising Agenda, including joined-up Government, engaging with citizens, the role of ICT
- Making ICT affordable
- Insights from early projects with examples of leading-edge local authorities
- Recommendations for solution providers and the public sector
- A roadmap to show what the CRM vision is and how it can be achieved
- A robust business case which is credible and affordable
- How to achieve change and organisational transformation
- How to deliver a good customer experience
- Profiles of leading solution providers to the UK public sector
Who Should Buy this Report?
The report is relevant to both the UK and Europe, North America and Asia Pacific and is of major interest to both the Commercial and Public Sector, in particular:
- Chief Executives
- Customer Service Heads
- e-Government Managers
- ICT Managers
- Solution Providers
- Systems Integrators
- Consultants
Although mainly concerned with the UK public sector, the report is highly relevant elsewhere as the UK experience provides many lessons for the public sector as a whole. Although some of the challenges will be different, the best practice elements of the report - who is doing what and how, the effective use of ICT and how to build the citizen-centric authority - have universal application.
Why Solution Providers, Systems Integrators and Consultants Should Read this Report
- The public sector is currently one of the biggest application areas for CRM - not just in the UK, but in Europe, Asia Pacific and North America. However, the use of new technologies in this area could still be considered to be underdeveloped.
- Having researched the public sector for three years, Hewson Group believes that the biggest barrier to the adoption of CRM is that there is no useful and actionable vision of what CRM means. Indeed, the need to assist government bodies to articulate a CRM vision that leverages IT, is actionable and will deliver hard benefits, has been recognised by SOLACE, the ODPM, and by the National CRM Project.
- The report addresses these issues and allows a better understanding of government and the modernisation agenda, and what authorities really need from solution providers.
- The report offers a unique insight into the Public Sector market by using in-depth analysis, case studies and examples of leading-edge thinking in public authorities.
Why Public Sector Modernisers,Technologists, Chief Executives and Heads of Service Should Read this Report
- Transforming services and building a citizen-centric authority is a huge challenge, presenting managers with many perplexing decisions.This comprehensive report provides practical, straight-forward advice and step-by-step guidance.
- It provides a clear roadmap for service transformation, showing what to do and where to start.You will learn what has been accomplished so far in the UK Public Sector, which is an acknowledged worldleader in terms of service transformation.
- The numerous case studies and examples are intended to show what has been successfully achieved by leading-edge local authorities, providing a model of best practice.The report also shows what pit-falls to avoid, drawing on lessons learned from the private sector.
- Numerous strategies, processes and technologies are evaluated, many of which are simple to implement.The findings demonstrate that, with the right tools and strategies, services can be improved with minimum cost and maximum benefit to both the authority and the citizen. For example, re-designing services to reduce unwanted demand into local offices and contact centres can improve capacity in services by anything between 8 per cent to 75 per cent, thus reducing costs and improving service.
- The report covers all organisational aspects of modernising public services, ranging from engaging with citizens; joined-up government; how to deliver a good customer experience; the use of ICT and how to make technology affordable; process improvement; performance measurement; effective change management. It will prove invaluable in helping you to plan for and manage transformation, and demonstrates how benefits can be sustained.
|
|
|
|
