Achieving Next Generation Customer Service Excellence in the Public Sector, 07 April, Glasgow

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Customer Service


Continuous and entrenched commitment to improved customer service is a central strategic objective across public services. Understanding the rationale behind this commitment is essential so that it does not become a box ticking exercise.

Similarly, fundamental to this pursuit is the absolute need to ensure that services are designed around the customer, and not the provider and/or its employees.

This is much easier said than done, given the complexities involved. If you accept the premise that demand increases when an enquiry doesn’t get dealt with efficiently or effectively the first time, then this IS a discussion you need to get involved with…


Session One: What have been the expectations for customer service provision in Scotland?

10:00    Introduction from the Chair
             Kate Connor, Consultant

  • Foundations of service
  • What have we been trying to measure?
  • Do we demonstrate ROI on customer service? If so, how?
  • Key features of an effective customer service system

Speakers tbc                               

11:30    Refreshments

11:45    Session Two:  Where do we need to go?

  • Building Best in Class customer service  provision across the public sector
  • Innovating customer service through strategy – from aspiration to reality.
  • How to drive internal change
  • Measuring staff performance to  ensure a high performance team
  • Digital and self-service
  • Customer Service Professional: a personal perspective

Curtis Montgomery, Programme Manager, NHS Employers – The Quest Change Programme
Theresa Shearer, Chief Executive, Enable Scotland

Other Speakers tbc

13:15    Lunch

14:00    Session Three: Open Space

Each delegate will introduce themselves and explain briefly what they hope to take away from the session. The chair will then ask four delegates to explain in more detail their idea. Delegates will then join the group they feel most curious about. Delegates can move group at any time. Each group will be assigned someone to record the conversation and report back to plenary.

Venue and costs

Event location: Glasgow, the venue will be announced in due course

Delegate rates:

  • Discounted rate: £149 + VAT (Voluntary / charitable organisations with an annual income of less than £1m)
  • Reduced rate: £199 + VAT (Central government departments and agencies, local authorities, universities, colleges, NHS, police, professional associations and voluntary / charitable organisations with an annual income over £1m)
  • Full rate: £299 + VAT (Commercial organisations e.g. plc, Ltd, LLP)

For more information please contact Jim McKay, by email or phone 0131 285 1693​.