David Allaby, Editor, Public Servant
09:30 |
David Allaby is the editor of Public Servant magazine. Since its launch three years ago it has earned a formidable reputation for well-presented, thought-provoking journalism. At its heart is the challenge of transforming public services. The monthly magazine and the online Public Servant Daily seek to connect the diverse strands of public sector business - from the ideas that shape policy to the commissioning and delivery of services - sharing innovation and achievement as well as grasping the thorniest issues of public sector management.
David has worked in national and regional newspapers and produced publications for government bodies and partners. He is a former editor of Defra's Energy, Resource, Environmental and Sustainable Management magazine. |
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Jo Clift, Acting Director, Shared Services Programme, Cabinet Office
09:35 |
Jo Clift is the acting Director of Shared Services within the Transformation and Delivery Group at the Cabinet Office, having worked in the cross-government Shared Services team since 2005. Prior to this appointment, Jo's career has been focused on large Change Programmes and in Corporate Communications, mainly within the public sector. Previous organisations include Benefits Agency, the BSE Inquiry, Irish Health Authority, Lambeth Borough Council and Deloitte Consulting. Jo has also worked in the Prime Minister's Office. |
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Presentation:
Progress on shared corporate services within central government
Overview of sector plans published January 2007
Opportunities and challenges for shared services in local government
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John Oughton, CEO, Office of Government Commerce
10:05 |
John Oughton is the Chief Executive of the Office of Government Commerce. John took up his role on 1 April 2004, having previously served as the Deputy Chief Executive from 2003. He is responsible for procurement, programme and project management, and Efficiency across government. The OGC supports Government Departments in improving their capability to delivery successfully.
From September 1998 to March 2003, John was responsible for the merger of the Armed forces' three logistical functions. As deputy of the Defence Logistics Organisation (DLO), he oversaw in-service support of the Armed Forces' equipment maintenance.
From '93 to '98 John led the Prime Minister's Efficiency Unit, and from '96 also managed the Next Steps project, developing the Government's agenda for Executive Agencies. In the late '80s John was Director of Procurement Policy in MoD.
John was seconded in 1980 - '81 to the Canadian Government's Privy Council Office and the Department of National Defence, and participated in the Career Assignment Programme.
John has been private secretary to three different Defence Ministers under two administrations and to the Personal Adviser to the Defence Secretary. |
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Presentation:
The importance of shared services for effective service delivery
Shared services as a cost control tool in the context of CSR07's fiscal environment
Local government's acquiring the capability for shared services is especially important
Shared services in the context of the Efficiency Programme
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Mike Grundy, Managing Consultant - Public Sector, Steria
10:25 |
Mike Grundy is a leading practitioner in the fields of programme management, IT-based business change and service delivery. He was a founder member of the Senior IT Forum of Industry and Government in 2000, and is now a member of the Intellect Public Sector Council. In both organisations, he has played a leading role in the development of best practice in public sector IT, in fostering joint working between industry and government, and in planning for shared service delivery.
Mike is the Managing Consultant for Steria for their public sector business in the UK. His role is to ensure the company responds to the evolving needs of both central and local government. He was formerly a Programme Director, responsible for delivering major IT-based programmes for such organisations as Norwich City Council, the Royal Mail, the National Probation Service and the Criminal Cases Review Commission.
Mike is a Chartered Engineer and gained an MBA in the 90's, specialising in project management. He has published articles and spoken at conferences on subjects ranging from programme management practice to partnering and effective governance. |
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Presentation: The IT Industry Role in Successful Shared Service Provision
The Industry contribution to the Government's Shared Service Strategy
Joint developments in procurement, reliable delivery and performance
The supplier role in shared service implementation
Examples of joint shared service provision
Critical success factors for rapid progress and benefit realisation
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Jackie Hudson, Head of IT Strategy, London Borough of Hammersmith & Fulham
11:30 |
Over 27 years in Information Technology, of which 17 are within local government, 5 in the oil industry and 5 in manufacturing. Experience of
strategic partnership and procurement
transformation and e-government business strategy
planning and programme management
contract monitoring
information management
managing an IT service
managing change
developing people |
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Presentation: The H&F Bridge Partnership A Case Study in Setting Up a Shared Service
Why we did it, central government and business drivers
H&F Customer Access strategy - understanding our customers, the single customer view, what they expect from us, mapping their locations and developing strategic planning for service delivery based on customer segmentation
What we did well
What we would do differently if doing it again
The benefits we have gained and expect to gain in the future
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David Richards, Principal Consultant, Hedra plc
11:50 |
David is a programme director who has successfully delivered a range of complex shared services projects across the public sector. These transformation projects have covered the full range of support services with specific focus on benefit realisation and securing customer buy-in to the new ways of working. He has managed projects of this nature across central government, local government and the health sector. David's specific areas of expertise are in assessing the business case for shared services, evaluation of delivery options, programme management of solution design, build and roll out, customer migration and implementation of new ways of working based on best in class processes and supporting technologies. He has also advised public sector clients on cost reduction, performance improvement, joint ventures and customer relationship management.
David has established this track record both as a consultant with Hedra, IBM and PricewaterhouseCoopers and as Chief Accountant and member of the finance management team at Surrey County Council. |
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Presentation: Shared Services in Scotland - 5 Council Project
5 Council vision for shared services - scope, benefits, required outcomes
Pathfinder project in Scotland - developing a solution for other councils to follow
Evaluation of shared service delivery options - what options were explored, how and what are the next steps
Key issues - baselining performance, shared service operating model and location
Where the shared services project is at right now
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Tony Hall, Head of Procurement Unit, the Welland Partnership
15:15 |
Tony Hall is Head of the Welland Procurement Unit, a recently formed shared service covering five councils across four counties in the rural East Midlands. Tony was a co-founder and for many years an officer of the Central Buying Consortium, which is now one of the country's big five local government purchasing consortia, with a strong record of delivering many millions of pounds of savings to councils and schools. His local government background is with Northamptonshire County Council, where he headed the council's procurement function, and subsequently with the Eastern Shires Purchasing Organisation. He has also worked in developing a procurement function at the London Borough of Enfield. Prior to joining local government, Tony had a successful and varied career in the private sector in manufacturing and retailing, focusing on international supply chain management. |
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Presentation: Lessons from the Welland Shared Service Experience
What is the Welland Partnership and how has it developed shared services?
What are the critical success factors in setting up a shared service?
How does a shared service differ from a conventional service?
Lessons we have learned
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Simon Pollock, Head of Customer Services, Surrey County Council
15:40 |
Simon Pollock has been managing Contact Centres for 10 years in a variety of companies, both inbound and outbound. Starting his Contact Centre career at British Airways he project managed and implemented the relocation of the British Airways Holidays' Contact Centre from Gatwick to Peterborough, during the relocation period, productivity increased and staff turnover reduced to 0%. At his next role as Head of UK Customer Services at Crystal and Thomson Ski he was successful in reducing staff turnover from 60% to 12% and reducing lost calls from 70% to 8% without an increase in budget. Simon now manages the "front door" services at Surrey including their innovative 120 person strong Contact Centre, a centre with a Customer Satisfaction rating of over 98%. |
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Presentation: Our New Front Door - Surrey County Council's Contact Centre - A Brief Case Study
A brief overview of the set up of Surrey's Contact Centre, a project that allowed us to remove 270 phone numbers from the public domain, combine 40 websites and provide a consistent first class service that is consistently achieving customer satisfaction ratings of over 95%
Brief case history
Mistakes, Successes and Learnings
Cost implications
Customer perception issues
Our 5 top tips for success
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