Delivering public services: The role of leadership in achieving customer service excellence
WEDNESDAY 11 NOVEMBER 2015
COSLA CONFERENCE CENTRE, CENTRAL EDINBURGH
HALF-DAY CONFERENCE
Event Outline
How can excellent customer service be achieved in practice?
How can those who lead and manage our public services today make customer service integral to their business model?
And how can they ensure their entire organization its culture, its strategies and its ways of working are driven by a relentless customer focus?
Bringing together leaders and senior managers from across the public sector and partner agencies, this half-day conference will discuss the role of leadership in achieving customer service excellence.
Through a series of keynote addresses and case studies of good practice, participants will be encouraged to explore:
- The case for, and benefits of, placing customer service at the heart of organisations that deliver public services
- The importance of inspirational leadership – projecting a vision, fostering a culture and promoting core values
- The challenges to achieving cultural-change and establishing organisation-wide strategies for customer service excellence
- The leadership skills required to succeed in an agile, responsive environment and keep pace with the needs and expectations of today’s service users
- The importance of developing and empowering your employees to ‘do’ CSE.
Supported by
Speakers
Angela Leitch
Chair, SOLACE Scotland & Chief Executive, East Lothian Council
Peter Russian
Chief Executive, Investors in People Scotland
Dr Lindsay Burley CBE
Chair, NHS Education for Scotland
Ben Griffiths
National Business Development Manager, Institute of Customer Service
Elaine Melrose
Director of Resources, Wheatley Group
Paul Little
Principal and Chief Executive, City of Glasgow College
Agenda
0830-0915 Registration and morning refreshments
0915-0940 Chair’s Welcome Address
“Surviving and succeeding in challenging times – the role strong and effective leadership can play”
Angela Leitch, Chair, SOLACE Scotland; Chief Executive, East Lothian Council
0940-1005 Leadership and customer service: keeping pace in an agile and responsive environment
Peter Russian, Chief Executive, Investors in People Scotland
1005-1030 Role of leadership in achieving customer service excellence – the importance of vision, culture & core values
Paul Little, Principal and Chief Executive, City of Glasgow College
1030-1050 Panel and audience discussion session (involving pre-coffee break speakers)
1050-1110 Tea and coffee break, networking
1110-1140 Building the case for customer service in the public sector
Ben Griffiths, National Business Development Manager, Institute of Customer Service
1140-1205 Case study – Achieving a culture of customer service across your organisation
Elaine Melrose, Director of Resources, Wheatley Group
1205-1230 The role of leadership in developing successful learning organisations
Dr Lindsay Burley CBE, Chair, NHS Education for Scotland
1230-1300 Panel and audience discussion session (involving post-coffee break speakers)
1300 Chair’s closing remarks
Venue
Hosted by
COSLA Conference Centre
Verity House
19 Haymarket Yards
Edinburgh
EH12 5BH
t: 0131 474 9200
www.cosla.gov.uk/conference_centre