Embed Size (px)
Citation preview
How taking a strategic approach can improve service delivery
Donna Galt
Who are Digital Birmingham
• What is a strategic approach?
• What is an improved service?
Our Strategic approach• City Council Objectives
• Succeed Economically - education, training, jobs & investment
• Stay safe in a clean green city• Be healthy enjoy long & healthy lives• Enjoy a high quality of life
(housing/leisure)• Make a contribution/get involved• Achieve excellence (Service
Birmingham)
• Self serve & channel shift – Business Transformation
• Duty to inform/involve/consult
Digital Birmingham Objectives
• Improve Content
– what and how• Improve Capability
– aware, able & informed
• Improve Connection - infrastructure “One story many channels -
One service many channels”
How to improve leisure service?
• How satisfied with Leisure?
Satisf. Dissatisf. On Fence• Users 68% 2% 30%• Non users 48% 2% 50 %• All 58% 2% 40%
Pam & Dave Slater
Jan 2009Total Screen Hits
05000
10000150002000025000300003500040000
Jan 09 Total
`
Growth of idTV in Birmingham (Average 15% growth per month)
0
10
20
30
40
50
60
70
80
1 2 3 4 5 6 7
Printed Leaflets
idTV hits
Is it working?
Total BCC Forms Received Jan 09
14%
41%
45% Report It
Request it
Other forms sent
Who’s getting the highest usage?
What's On Screen
Leisure
Benefits
Liberate Help
Contact us
Health & Social services
Home & Housing
Rubbish & Recycle
Consumer Advice
Education & Learning
Foster & adoption
Birmingham City Council Services Jan 09idTV
0
50
100
150
200
250
300
• Where are we now• Where do we want to be• How are we going to get there
Meet Bob
• Top level support
Deputy Leader
• Set objectives (in line with strategic goals/objectives)
• Measure & feedback (70k month)
• If satisfaction or usage moves take credit for it
• Buy in from Comms. Teams
• Add any new databases/self serve functions
• Donna Galt
• [email protected]• digitalbirmingham.co.uk• www.digitv.gov.uk/digitv/cds/birmingham/netgem/home• Wifi zone – www.birminghamfiz.com• Tel: 01216758441
