the liverpool story karen lewis e-government manager

THE LIVERPOOL STORY

Karen Lewis

e-Government Manager

1999

• Highest council tax in UK• Low quality service delivery• Chronic departmentalism• Process, strategy, process, strategy ….• Loss of confidence and trust

BUILDING BLOCKS

• Dissatisfaction with the past• Clear vision• New ways of thinking• Clear, precise potential priorities• Customer contact agenda

THE DIFFERENCE• Political / management alignment

• Clear strategic vision

• Levels of delegation

• ‘big leap’

• Measured risk taking

• Spend less!

TECHNIQUES• Public - Private Partnerships• Clear managerial agenda• Simple message

“Customer at the heart of the Organisation”

• Product, product, product• No more money!

IMPROVEMENTS REALISED

• EFQM• Most Improved Council• Capital of Culture• Transactional website (top 8%)• BVPI157 - achieved a year early• Self Service • 24/7 call centre• 10 OSS’s• 6 kiosks• Beacon Council• 4 CFC’s…

EFFICIENCIES• Over 3000 less employees

• £105 million out of cost base

• 60% of KPI’s have measurably improved (34% KPI’s in top quartile)

• 40% reduction in transaction costs

• Accommodation strategy

• Reduction in ICT spend

FUTURE• Portals/ authentication

• Excellent council

• 500 seat call centre

• Mobile technology

• Hosting services for other organisations