Operational efficiency

April 29, 2009

The day before the budget, the 21st April 2009, the Treasury published a number of documents, but one in particular is appropriate to the subject of this blog and my research, which is the Operational Efficiency Programme: final report, April 2009.

Signed, as the report is, by Sir Michael Bichard, Lord Carter, Gerry Grimstone, Martin Jay and Dr Martin Read, it presents a summary of conclusions to their respective investigations. The one by Dr Read has already been commented on here but this is the report that supports the budget and any future Comprehensive Spending Review with it claiming £7.2 billion of potential savings being able to be made by April 2012!

What may be of interest is how the savings might be produced. One proposal is by rationalistion of back of systems and the latest report announces on page 9 that “all public sector organisations employing more than 250 people must collect and publish data using the audit agencies’ approved value for money indicators for back office operations…by December 2009 for wider public sector.” To save you searching the indicators are available on the Public Audit Forum’s site. Those familiar with the Socitm KPI’s that were worked on with the Audit Commission some years ago but have progressively developed will see a lot of similarity!

The report also contains the statement that: “what is not measured well will not be managed well” at the end of page 18, also states on page 22 that “there is a lack of reliable,consistent management information on public sector It expenditure”, which I’d probably agree with – come on CIPFA – do something about that!


An experience from the private sector

April 26, 2009

Visiting the United States at Spring Break one would have thought this blogger might have detected the essence of customer engagement but apart from the obligatory good manners something was missing from the US Airways service.

Our boarding passes and the staff at Philadelphia directed us to Terminal A at the airport for our internal flight. Seeing little activity at the desk on the gate recorded we made inquiries on another passenger and were told that there had been an announcement redirecting passengers to Terminal B, quite a long distance away.  Walking the lengthy journey to Terminal B resulted in additional confusion then, since the main board stated one gate and the displays at two gates showed differing information! I thought I’d better inquire at the Customer Service desk who to my surprise showed little interest that we had three differing sources of information at our disposal.

In all, we spent 90 minutes watching chaotic behaviour at  US Airways and sad to say the return journey was just as bad, if not worse.

Conclusion.

Whilst the public sector may have lessons to learn, the private sector may not always be the perfect teacher. There will be a complaint going in!

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You can’t win!

April 23, 2009

As someone who witnessed an excellent and believable presentation on service improvment at the DVLA in November 2008 by Tom Benford and has recently had an easy experience of renewing the Road Fund Licence on their car, I was surprised to read in the Manchester Evening News (MEN), 9th April 2009, that John Leech MP, the Lib Dem spokesperson on transport, who was caught with an out-of-date tax disc says that “the systems in place are unhelpful” and also that that the renewal system was a “nightmare”.

The report in the MEN contained the confusing quote from the MP that: “I’d like to think people recognise I’m not just stupid enough not to renew not to renew my car tax.” I’d like to think that those elected to represent us in Parliament are not stupid but like the rest of us have to rely upon postal and other human systems, and when they fail don’t try and blame someone else. 

What this does demonstrate is that we have a leading (?) political representative dismissing a central government administrative system that has seen vast improvements in recent months without investigating it properly. The guy has cocked up, why doesn’t he admit it and give some praise where its due? I think it works well and is responding to public pressures to improve…

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publicexperience

April 21, 2009

Had an informative email conversation with William Heath of Kable fame (now part of the Grauniad group) the other night. He picked me up on the fact that I had no link to him (idealgovernment.com), which is now fixed.  He also ponted me to two other recent projects publicexperience.com and ctrl-shift.co.uk.

The publicexperience.com one is the ‘wouldn’t it be better if’ site, where the public are given the oppotunity of reporting a bad public service experience in that manner. The ctrl-shift.co.uk is a company specialising in customer engagement research.

Yet again, I was confirmed that I wasn’t completely off my rocker doing this research, although the metrics being investigated are looking slightly more complex than my ideal. However they are all places to watch!

A little while ago I blogged about the Read report. Well, it was released today (21 April 2009 in advance of the Budget speech) and is reported on Kable amongst others. Let’s see what happens in the Budget!

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Don’t forget to complete my latest survey at: http://greatemancipator.com/the-survey/

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Great E-mancipator II

April 20, 2009

In April 2008 I started my detailed research by posting a questionnaire to record any usage of satisfaction, along with trying to obtain an initial view of the status of avoidable contact in the context of National Indicator 14. The results were as I suspected, but, to some extent, there was a lot more support for measuring citizen satisfaction than I’d imagined. There was also a general lack of awareness by practitioners of all the academic and private sector work that had been going on in the background around engaging with customers or citizens.

A year has gone by since the original survey and time for a refreshed one! I’ve learned my lesson about using Google, its a great application but blocked at many authorities. I’ve also tried to avoid some of the verbosity, but when operating in an academic environment semantics and ethics are all important, so there are some constraints.

Its still only a brief questionnaire, taking ten minutes at the most to complete, so please allow for all the ethical paraphenalia and respond. I’ll report back in an ongoing fashion through the blog and other forums, along with adding it to the academic output.

The survey is available above.


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