Delivering public services: The role of leadership in achieving customer service excellence

Leadership and Customer Service conference

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