1. THE LIVERPOOL STORY Karen Lewis e-Government Manager

2. 1999 Highest council tax in UK Low quality service delivery
Chronic departmentalism
Process, strategy, process, strategy ….
Loss of confidence and trust
Achievements – external
Transactional Website – top 80% of PS websites
LPSA – Savings actually realised
Accessibility Compliance – W3C AACompliant

3. BUILDING BLOCKS Dissatisfaction with the past Clear vision
New ways of thinking
Clear, precise potential priorities
Customer contact agenda
Achievements - Internal

4. THE DIFFERENCE Political / management alignment Clear strategic vision
Levels of delegation
‘big leap’
Measured risk taking
Spend less!
Baseline – as is process – customer
Implementation – 80% right
Sometimes customer does not know what they want until it is there.
Risk – corporate projects

5. TECHNIQUES Public - Private Partnerships Clear managerial agenda
Simple message “Customer at the heart of the Organisation”
Product, product, product
No more money!

6. 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…
Statement of Requirements – comprehensive as possible
Dynamic – adapt to changes in development. BVPI157 – then key priorities – 80/20
80/20 rule – implementation 80% and then fix 20%
Allow people to make mistakes – CRM/DiTV
Dependencies- Outside of your control e.g. DP + HR Act

7. 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
Continues Improvement - Develop channels –
Take up – target channels to relevant customer - marketing
Emerging Technologies – innovation – new way of service delivery – better use of partners
Achieving Excellence

8. FUTURE Portals/ authentication Excellent council 500 seat call centre
Mobile technology
Hosting services for other organisations
Continues Improvement - Develop channels –
Take up – target channels to relevant customer - marketing
Emerging Technologies – innovation – new way of service delivery – better use of partners
Achieving Excellence