the clg customer-led service transformation programme: social media strand

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CLG Customer-Led Service Transformation Capital Fund: Social media strand Siobhan Coughlan and Ingrid Koehler

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This is a compilation of two presentations - the first by Siobhan Coughlan to outline the programme: background, purpose, process, timescales and provide tips on winning proposals. Second part is from me - with my reflections having read proposals from the social media side.

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Page 1: The CLG Customer-Led Service Transformation programme: social media strand

CLG Customer-Led Service Transformation Capital Fund: Social media strandSiobhan Coughlan and Ingrid Koehler

Page 2: The CLG Customer-Led Service Transformation programme: social media strand

Customer Led Transformation Programme

Siobhan Coughlan 12 August 2009

Page 3: The CLG Customer-Led Service Transformation programme: social media strand

Background

Initial research - to help determine priorities for investment

Over arching theme - Customer led transformation

Building on good work already happening in local government

Get some projects up-and-running (progress report to Ministers in Autumn)

Have widespread engagement and support in sector

Page 4: The CLG Customer-Led Service Transformation programme: social media strand

Why customer insight & social mediaInitial research commissioned by CLG – involving LAs,

LGDC, RIEPs and CEX Taskforce

Presentations and discussions at LGDC, LG CIF and RIEPs – to complement the RIEP funding activities

Wider consultation and information exercise with RIEPs – to avoid duplication and identify opportunities

Extraordinary LG CIF meeting – LAs, RIEPS, LGDC

On going direct contact with LAs and RIEPs – e.g. Customer insight CoP

Page 5: The CLG Customer-Led Service Transformation programme: social media strand

Customer Led Transformation Understanding and engaging with citizens and

communities in ways that produce more accessible, joined-up and efficient local services that make a difference to local peoples lives and opportunities

Agreed Project Criteria:

Cross cutting

Promote efficiency

Have a major impact on local priorities, focused on outcomes

Enhance citizen empowerment

Page 6: The CLG Customer-Led Service Transformation programme: social media strand

Key work stream areas identified

Three initial priorities identified for fund:

Customer insight work stream

Web 2.0/social media work stream

Total Place pilot research project – audit of current usage of customer insight

Page 7: The CLG Customer-Led Service Transformation programme: social media strand

1. Customer insight work stream

Already a lot of existing research and good practiceKey issues are often not lack of data, but

skills/resources to exploit this data and senior-level awareness/support

Proposed focus on:Building skills, capacity & awareness via mentoring, self-

help learning material and leadership programmes

Sharing existing good practice through supporting leading authorities & collating and communicating current work

Creating new models for the future e.g. area-based approaches to buying commercial data, exploiting OAC, developing the capabilities of LSPs/data observatories, pioneering technology

Page 8: The CLG Customer-Led Service Transformation programme: social media strand

2. Web 2.0/social media work streamEmerging technology can support empowerment,

local democracy, self-help and engaging in service design

Less well developed than customer insight but good examples do exist e.g. Barnet, Redbridge, Bracknell

Proposed focus on:Building skills, capacity & awareness via mentoring, self-

help learning material and leadership programmes

Sharing emerging good practice (e.g. on moderating online discussions) through supporting leading authorities & collating and communicating current work

Creating models for the future e.g. supporting key groups such as carers to ‘self-help’, taking a cross-agency preventative approach to e.g. flooding, exploiting ‘nudge’ concepts

Page 9: The CLG Customer-Led Service Transformation programme: social media strand

The processFunding over 2 years – end March 2011Phased approach – no single deadline, regular

review of new proposalsRegular Ratification Committee meetings to review

& agree appropriate projectsSupport for LAs to develop relevant proposals –

workshops regionally & nationallyLAs – need to engage with partners to agree focus

for their projectSuccessful projects – formal responsibility to share

learning, including case studies, workshops, open days, mentoring schemes

Page 10: The CLG Customer-Led Service Transformation programme: social media strand

Social media project – the criteria

Cross-cutting - involving a range of agencies working together to benefit a specific community/customer group

Strong links to a Total Place approach i.e. the agencies working together in an area, ideally under LSP governance arrangements

Promotes efficiency, including reducing avoidable or multiple contacts

Will have a major impact on priority LAA outcomes and key national indicators

Enhances empowerment amongst local citizensCapable of delivering benefits quicklyAmbitious and innovative, providing a model that

can be replicated more widely

Page 11: The CLG Customer-Led Service Transformation programme: social media strand

Example successful CI project

Clear customer group – ‘elderly including those with low incomes and who may have disabilities’

LAA priority - to support them live longer independent lives

Outcome focused – to identify and support these customers live better, healthier and safer lives

Cross cutting – LA, PCT, third sector, Police and Fire and Rescue service

Promote efficiency savings – by reducing avoidable contact, helping target scare resources, reduce the need for more serious intervention.

Page 12: The CLG Customer-Led Service Transformation programme: social media strand

A few points on building social media proposals for the CLG Customer-Led Service Transformation Capital FundIngrid Koehler

Page 13: The CLG Customer-Led Service Transformation programme: social media strand

Questions to ask yourself

Is this contributing to efficiency?Is this tailoring, targeting and making

services more effective?Is this enhancing democratic

accountability and engagement?

Page 15: The CLG Customer-Led Service Transformation programme: social media strand

Eyes on the prize

Outcomes, outcomes, outcomes

A new Life from St Mary’s Episcopal, Memphis on Flickr

Page 17: The CLG Customer-Led Service Transformation programme: social media strand

I’m a believer

Use the right language – important for gaining acceptance for funding, with stakeholders and citizens

Upward by LLima on Flickr

Page 18: The CLG Customer-Led Service Transformation programme: social media strand

Find me

Ingrid [email protected] Social media community of practice:

www.communities.idea.gov.uk www.ideapolicy.wordpress.comwww.twitter.com/ingridk