It is no longer acceptable for public services to fall behind performance standards set by the private sector and global businesses. In the UK, regional bodies, local government and health services are under pressure to apply the same techniques used by major companies in building new relationships with their customers, with the clear recognition that their status as tax-payers requires respect and high-level service satisfaction.
Chief Executives. Permanent Secretaries and senior managers with services to administer to a wide range of users, clients, customers and staff will be able to observe how effective the modernisation process has been in the UK context and learn how modernisation can bring savings in departmental budgets as well as empowering managers to make crucial decisions about the more effective use of resources.
The programme can help national bodies as well as local governments and ministries plan to make the changes and be confident that the necessary investment required to bring services up to date will be cost-effective. Participants will be helped to learn how benefits to public bodies from the introduction of modernisation to systems of delivery can be quantified, planned and introduced. They will be helped to begin the planning necessary for their own organisations, and anticipate challenges and problems.