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How taking a strategic approach can improve service delivery Donna Galt.

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Presentation on theme: "How taking a strategic approach can improve service delivery Donna Galt."— Presentation transcript:

1 How taking a strategic approach can improve service delivery Donna Galt

2 Who are Digital Birmingham

3

4 What is a strategic approach? What is an improved service?

5 Our Strategic approach City Council Objectives Succeed Economically - education, training, jobs & investment Stay safe in a clean green city Be healthy enjoy long & healthy lives Enjoy a high quality of life (housing/leisure) Make a contribution/get involved Achieve excellence (Service Birmingham) Self serve & channel shift – Business Transformation Duty to inform/involve/consult

6 Digital Birmingham Objectives Improve Content – what and how Improve Capability – aware, able & informed Improve Connection - infrastructure “One story many channels - One service many channels”

7 How to improve leisure service? How satisfied with Leisure? Satisf. Dissatisf. On Fence Users 68% 2% 30% Non users48% 2% 50 % All 58% 2% 40%

8 Pam & Dave Slater

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10 Is it working?

11 Who’s getting the highest usage? What's On Screen Leisure Benefits Liberate Help Contact us Health & Social services Home & Housing Rubbish & Recycle Consumer Advice Education & Learning Foster & adoption

12 Where are we now Where do we want to be How are we going to get there

13 Meet Bob

14 Top level support Deputy Leader Set objectives (in line with strategic goals/objectives) Measure & feedback (70k month) If satisfaction or usage moves take credit for it Buy in from Comms. Teams Add any new databases/self serve functions

15 Donna Galt digitalbirmingham.co.uk Wifi zone – Tel:


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