the liverpool story karen lewis e-government manager
TRANSCRIPT
![Page 1: THE LIVERPOOL STORY Karen Lewis e-Government Manager](https://reader036.vdocuments.us/reader036/viewer/2022071805/56649ceb5503460f949b6c7f/html5/thumbnails/1.jpg)
THE LIVERPOOL STORY
Karen Lewis
e-Government Manager
![Page 2: THE LIVERPOOL STORY Karen Lewis e-Government Manager](https://reader036.vdocuments.us/reader036/viewer/2022071805/56649ceb5503460f949b6c7f/html5/thumbnails/2.jpg)
1999
• Highest council tax in UK• Low quality service delivery• Chronic departmentalism• Process, strategy, process, strategy ….• Loss of confidence and trust
![Page 3: THE LIVERPOOL STORY Karen Lewis e-Government Manager](https://reader036.vdocuments.us/reader036/viewer/2022071805/56649ceb5503460f949b6c7f/html5/thumbnails/3.jpg)
BUILDING BLOCKS
• Dissatisfaction with the past• Clear vision• New ways of thinking• Clear, precise potential priorities• Customer contact agenda
![Page 4: THE LIVERPOOL STORY Karen Lewis e-Government Manager](https://reader036.vdocuments.us/reader036/viewer/2022071805/56649ceb5503460f949b6c7f/html5/thumbnails/4.jpg)
THE DIFFERENCE• Political / management alignment
• Clear strategic vision
• Levels of delegation
• ‘big leap’
• Measured risk taking
• Spend less!
![Page 5: THE LIVERPOOL STORY Karen Lewis e-Government Manager](https://reader036.vdocuments.us/reader036/viewer/2022071805/56649ceb5503460f949b6c7f/html5/thumbnails/5.jpg)
TECHNIQUES• Public - Private Partnerships• Clear managerial agenda• Simple message
“Customer at the heart of the Organisation”
• Product, product, product• No more money!
![Page 6: THE LIVERPOOL STORY Karen Lewis e-Government Manager](https://reader036.vdocuments.us/reader036/viewer/2022071805/56649ceb5503460f949b6c7f/html5/thumbnails/6.jpg)
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…
![Page 7: THE LIVERPOOL STORY Karen Lewis e-Government Manager](https://reader036.vdocuments.us/reader036/viewer/2022071805/56649ceb5503460f949b6c7f/html5/thumbnails/7.jpg)
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
![Page 8: THE LIVERPOOL STORY Karen Lewis e-Government Manager](https://reader036.vdocuments.us/reader036/viewer/2022071805/56649ceb5503460f949b6c7f/html5/thumbnails/8.jpg)
FUTURE• Portals/ authentication
• Excellent council
• 500 seat call centre
• Mobile technology
• Hosting services for other organisations