Download - The Liverpool Way ...a journey to Excellence
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© OECD
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The Liverpool Way ...a journey to Excellence
“Quality Management in the Public Sector”Vilnius 27-28 March 2006
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Maureen Sparks
Head of Business Process
Re-Engineering
Liverpool City Council
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The Way We Were• 23,500 employees• 3rd from bottom in national performance
league table • Highest council tax in UK• Attracted attention for all the wrong reasons• Strategies, strategies, strategies….. Not enough
action• £2bn turnover• High cost/low quality services• Endemic powerlessness
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Challenge• sense of powerlessness• lack of accountability• organisation around past problems• duplication of effort• huge complexity• meet rising customer expectations• increase accessibility • lack of vision and pride
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The way forward• New political and officer management teams• New vision of Seaport to e-Port• Intelligence Led Government• Taking the services to the people• Responsive, joined up, strategic, best value
services• Deliver a real and lasting change for our city and
our citizens
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EFQM Excellence Model
• focus on leadership• placing the customer at the heart of ‘what we do’• performance management• people development • joint venture partnership• technology as a driver for change
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RADAR
RADAR Logic
• Results
• Approach
• Deployment
• Assessment
• Review
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Approach
• customers
• leadership
• people
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Customer
• Customer Contact Strategy
• Corporate Change Team
• Reach and Richness
• Partnerships
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Customer Contact
• 450,000 residents
• city centre working population 55,000
• 10 million visitors
• 1 million library visitors a year
• 2.6 million leisure services visits a year
• 74,000 school pupils
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Customer Contact
• network of one stop shops
• 24 x 7 x 365 contact centre
• first point of contact resolution
• reach and richness
• recognised brand
• intelligence led local government
• enhanced customer experience
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How Customers Contact Us
• 9 transactional on-street kiosks
• 12 One Stop Shops
• Website
• 24x7 call centre
• SMS texting
• Digital TV
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Leadership
• political and managerial leadership
• vision with incremental action
• ownership and accountability
• role model behaviour
• reward and recognition
• internal communications
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Performance Management
• individual performance plans and evaluations
• service plans
• internally-set team targets
• measured against government targets
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People Development
• performance plan at individual, team and service level
• learning and development plans
• induction
• evaluation and cost benefit analysis
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People Development• Liverpool Way• Management and professional development• Investors In People• Ideas Win Prizes• The Lord Mayors Meritorious Scheme• Service Improvement Awards
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The Liverpool Way
• core skills
• behaviours
• leadership and professional development
• customer contact
• social care
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• customer excellence and continuous improvement
• employee involvement, team work and empowerment
• improved accountability
• reduced operational costs and improved performance
• innovation
Outcomes
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RADAR for
Liverpool in
Summary
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ResultsLiverpool 1998
• 3rd from bottom in council league table• highest council tax in UK• poor quality services• failing education service• endemic powerlessness • failing city• 131 reception points• switchboard for telephony contact
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ResultsLiverpool 2006• Developing actionable knowledge to achieve
intelligence-led services based around customer
• Driving quality and customer focus – not a ‘numbers’ game
• Attracting local/national/international interest
• 24x7x365 call centre• 12 One Stop Shops• 9 transactional on-street kiosks• Website• SMS texting
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Approach and Deployment
• technology as driver for change• commitment from the top• vision and values• strong branding• keep it simple• robust management systems• continuous improvement
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Assessment and Review
• best value performance indicators
• service inspections
• satisfaction surveys and feedback
• consultation with customers
• benchmarking
• continuous process improvement
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Achievements
• “good” council rating• recognised for excellence – UK EFQM Excellence
Awards 2005• investor in people 2003• investor in people leadership & management 2005• best in sector – Public sector – Call Centre Association
Excellence Awards 2004• ‘Public Sector Innovation of the Year Award’ –
Professional Planning Forum 2005• ‘Member of the Year Award’ - Call Centre Association
Excellence Awards 2005
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“Thank You”