Efficiencies & Improvement Network
Date: Tuesday 14th September 2010
Time: 10am – 1pm
Venue: Queens Hall, Ealing Town Hall

 Efficiencies & Improvement Network Customer Services A focus on channelmigration, customer access, demand management and place based approaches

The event is open to all WLA colleagues involved with developing, delivering and contributing to efficiencies and improvement / business transformation, initiatives and programmes of work within the WLA boroughs.

Feedback from the last E&I event on 9th February identified customer access, customer contact centres and channel migration as being an area of cross borough interest and colleagues suggested that the next event could focus on these themes.

This event will provide practical opportunities for colleagues to explore different approaches to, and lessons learnt from, transforming customer services, with a particular focus on:

• Customer behaviour change – encouraging and incentivising customers to migrate to cheaper channels
• Transforming customer access channels
  Demand management
• Opportunities from place based approaches (working with other agencies)

In focusing on practical opportunities, attendees will participate in facilitated round table discussions that will explore one of eight themes.

Attendees will have the opportunity to participate in three facilitated round table discussions (potential discussion questions are listed can be found by clicking here).

 The findings from each group will be fedback on the day and written up as a practical guide of ideas, challenges and opportunities for colleagues.

If you would like to attend, please could you RSVP to Shahnaz Abbasi (Shahnaz.Abbasi@lbhf.gov.uk ) by the 6th August 2010