ICS Public Sector Seminar - Innovation Through People

More than 100 senior managers and other
customer service professionals representing
organisations across the public sector
attended the two-day seminar.
Presentations were given by: Tony
McArdle, chief executive at Lincolnshire
County Council; Trish Haines, chief executive
at Worcestershire County Council and
currently vice president of the Society of
Local Authority Chief Executives and Senior
Managers (SOLACE); Lorraine Langham,
director of Corporate Services, Ofsted; and
Danny Clough, principal and chief executive
of the Colchester Institute.
Tony reflected on personal experiences
of innovation in Lincolnshire, referring to
the councils use of the ICS Touchstone
framework to improve the experiences of all
customers - local people, colleagues and
business partners.
Offering a futurologist insight of the way
customers expect to see public services
changing - and improving - Tony identified
how the council plans to address and meet
these expectations.
He also led a thought-provoking workshop,
No repeat business, which considered
the importance of public sector service
providers getting things right first time when
customers contact them.
Providing responsive, timely and efficient
service in every contact with citizens and
business customers is essential to avoid
unnecessary, repeat contact that is
frustrating, avoidable and wastes their time.
Delegates discussed the subject in groups
and put questions to a panel comprising
Danny Clough, Lorraine Langham, Mike
Bennett, assistant director general of
SOLACE, Mike Burton, editor, Municipal
Journal, and Tony McArdle.
Trish Haines, who takes over as president
of SOLACE in July, explained how the
society is encouraging and supporting
innovation both at the most senior levels
and throughout organisations. Innovation
through people is essential, she said, for the
delivery of improved services.
Lorraine Langham highlighted some of the
challenges facing Ofsted and its approach to
people development and customer service.
She shared her thoughts on innovation
from a national educational perspective
and reflected on the positive impact of ICS
membership in this direction.
The Colchester Institute is the largest
vocational college in Essex. Danny Cloughs
innovative approach to education includes
treating students as customers. He gave
an enlightening insight into the colleges
Putting learners and customers first
strategy.
Delegates enjoyed a champagne reception
and dinner hosted by Martin Hill, leader
of Lincolnshire County Council. They were
entertained by the inspirational and amusing
Patrick Tansey and by local band Firing
Squad - featuring senior organisational
development officer John Day on guitar and
keyboard!