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 en-gb Thu, 24 Jul 2008 12:51:48 GMT Copyright: (C) 2010, http://www.northeastconnects.gov.uk:80/ News http://www.northeastconnects.gov.uk:80//images/Logo.gif http://www.northeastconnects.gov.uk:80/ Understanding Performance in Customer Service - Regional Survey Findings http://www.northeastconnects.gov.uk:80/customerfirst/news.htm?mode=10&pk=125 The Customer First Network has published a report benchmarking performance management within customer services in the north east.The report, produced by Aperia Limited, aims to establish current practice and procedure around performance management... Report shows transformational government has brought improvements to public services http://www.northeastconnects.gov.uk:80/customerfirst/news.htm?mode=10&pk=123 The Cabinet Office published its latest report highlighting how and where people are benefiting from work across Government to transform our public services for the better.The Transformational Government Annual Report shines a light on progress... Guidance on NI14 - online conference http://www.northeastconnects.gov.uk:80/customerfirst/news.htm?mode=10&pk=121 The IDeA are holding a free online conference via the IDeA Community of Practice web platform. The aim of the online conference is:to enable discussion to share ideas and knowledgeto have the chance to raise issues or queries so that we might... Guidance to NI 14: Reducing avoidable contact http://www.northeastconnects.gov.uk:80/customerfirst/news.htm?mode=10&pk=117 NI 14: Reducing avoidable contactNational Indicator 14 (NI 14) is one of the 198 indicators against which local government will be assessed within the new performance management framework. This has been agreed between Communities and Local... Contact Council: PMF Update http://www.northeastconnects.gov.uk:80/customerfirst/news.htm?mode=10&pk=106 Latest correspondence from the Contact Council (20th June 2008)Performance Management Framework: UpdateDear PMF Participant,Following the transfer of responsibility for managing the PMF process from Ian Law to myself in April 08 I have been taking... Ward level data at esd-Toolkit http://www.northeastconnects.gov.uk:80/customerfirst/news.htm?mode=10&pk=105 Source: esd-ToolkitAre you from a segment in society that is likely to suffer from poor dental health or are more prone to accidents in the home? Well, the practical tools and related solutions available to esd-toolkit's local authority subscribing... NI14 - practical solutions to reduce avoidable contact http://www.northeastconnects.gov.uk:80/customerfirst/news.htm?mode=10&pk=101 Source - esd Toolkitesd Toolkit is already established and validated as the key national organisation for local authority service data and standards, and at minimal cost. It is well placed to provide national capability, support and guidance in... Geographic Information System innovation transforms environmental health at Wear Valley Council http://www.northeastconnects.gov.uk:80/customerfirst/news.htm?mode=10&pk=92 Source: Public Technology.NetEnvironmental Health services are improving at Wear Valley District Council with the help of GGP Systems. Newly developed synchronisation software automatically integrates Environmental Health worksheets with a... Business support at the local level http://www.northeastconnects.gov.uk:80/customerfirst/news.htm?mode=10&pk=91 The Business Support Simplification Programme is streamlining publicly funded business support at the national, regional and local level.Local authorities are key partners in the drive to streamline services and join-up them up for... An Introduction to Customer Service Excellence http://www.northeastconnects.gov.uk:80/customerfirst/news.htm?mode=10&pk=89 Free webinar offered on Thursday 19 June 2008SGS UK Ltd are offering a number of half day seminars and a one off webinar which will start to explore the main requirements of Customer Service Excellence and look at how customer insight and... Hazel Blears: Community Cohesion Guidance http://www.northeastconnects.gov.uk:80/customerfirst/news.htm?mode=10&pk=73 Communities Secretary Hazel Blears has today published new guidance encouraging local authorities to better map their communities and the people that live there as part of efforts to monitor tensions and promote more cohesive and integrated... British Computer Society: Top Ranking Public Sector IT Projects http://www.northeastconnects.gov.uk:80/customerfirst/news.htm?mode=10&pk=69 Early flood warnings, computerised MOT systems, vehicle tracking and mobile working: all examples of how information technology is transforming the face of public services. Yet all too often these examples of successful IT project implementation in... SOCITM & GovMetric launch Customer Access Improvement Service http://www.northeastconnects.gov.uk:80/customerfirst/news.htm?mode=10&pk=62 Socitm Insight in partnership with GovMetric have launched a Customer Access Improvement Service . This new service enables councils to measure and benchmark their performance on customer satisfaction and value for money across the three main... Regional Benchmarking Survey for Customer Service Managers http://www.northeastconnects.gov.uk:80/customerfirst/news.htm?mode=10&pk=48 North East Connects' Customer First Network has commissioned Aperia Consulting Ltd to undertake some baseline survey work within the region.The intention of the survey (which has been sent to Heads of Customer Service within North East local... Front Office Shared Services: Joining Up Local Services Around Citizens http://www.northeastconnects.gov.uk:80/customerfirst/news.htm?mode=10&pk=46 The IDeA invites you to attend the second Front Office Shared Services National Conference (FOSS) on 7 and 8 May 2008 in central London. Following the success of last year's event, this two day conference will showcase excellent practice where local... Customer First Network - Engaging with Underserved Communities http://www.northeastconnects.gov.uk:80/customerfirst/news.htm?mode=10&pk=42 The Customer First Network met on 25 January 2008 to consider how North East local authorities can engage with underserved communities and people with complex needs.In his presentation on working with BME communities, Wajid Hussain, Regional... Guidance on Measuring Customer Satisfaction http://www.northeastconnects.gov.uk:80/customerfirst/news.htm?mode=10&pk=38 The Customer Insight Forum (established to support the Cabinet Office Delivery Council) has published guidance on improving the customer experience in public services. This is complemented by a toolkit for improving the customer experience in public... Contact Council release updated PMF http://www.northeastconnects.gov.uk:80/customerfirst/news.htm?mode=10&pk=35 The Contact Council has released the updated performance management framework (PMF) and submission template for the next round of PMF submissions in January (please see the PMF section of The Contact Council's website). The PMF, originally published... Customer First Network and North East esd-Toolkit Local Community meet http://www.northeastconnects.gov.uk:80/customerfirst/news.htm?mode=10&pk=26 North East Connects' Customer First Network and the North East esd-Toolkit Local Community (TLC) came together for a joint meeting at the Lancastrian Suite, Dunston on 29 November 2007.The 27 attendees, representing 13 North East Local Authorities,... The Business Customer for Local Authorities - 9 Nov 07 http://www.northeastconnects.gov.uk:80/customerfirst/news.htm?mode=10&pk=25 North East Connects' Customer First Network met at Ramside Hall to consider The Business Customer for Local Authorities.Twenty-one attendees representing eleven North East Local Authorities attended the event.North East Connects would like to thank... Service Transformation Agreement Published by Government http://www.northeastconnects.gov.uk:80/customerfirst/news.htm?mode=10&pk=31 The Service Transformation Agreement published by the Treasury forms part of the Government's new performance framework and sets out a vision for building services around the citizen. The document draws on ideas set out in last December's report...