Improving Local Public Services
Duration:
2 weeks
Price:£3800
Course ref:
12ILPS
Overview:
For many years, regional bodies, local government and health services in the UK have been under pressure to improve the delivery of services to the public. Much of the improvement has come from the application to public services of the management techniques and delivery systems widely in use by global corporations. This programme is aimed at chief executives, permanent secretaries, departmental heads and other senior managers who lead the delivery of services to a wide range of users. It evaluates the effectiveness of the UK’s modernisation process and looks at both how to improve services through greater customer focus, quality assurance and by achieving significant savings to budgets.
The programme will enable senior members of government MDAs and other national bodies, as well as those from local government and devolved institutions, to introduce and evaluate strategic changes that can deliver improvement. Participants will be shown how the benefits of modernisation can be quantified, planned and introduced. By examining the challenge of modernisation in government ministries and other areas of public service, you will learn how to improve public service delivery in your own organisation
Learning objective
You will be able to:
- Share in a strategic overview of improvement processes in public service delivery with colleagues in an international forum
- Assess the scope for making changes in service delivery through better management interventions
- Understand the way the effective modernisation of service delivery depends on refreshing relationships with external stakeholders and the workforce
Course content
- How to focus on ‘customer’ needs, and introduce modern techniques for service modernisation
- The achievement of ‘Value for Money’ for public expenditure, by securing delivery of modernised services through efficiencies, staffing, training and investment in infrastructure
- Developing plans that drive better performance in modernised service delivery
- Identifying key management activities and operational functions that will drive modernisation
- The experience of managers in similar or comparable situations, including the value of HR contributions to the change process
- The importance of valuing customer, stakeholder, supplier and inspectorate perceptions and of measuring satisfaction through the modernisation process