Programme

The programme is being designed to cater for the needs of those at the early stages of introducing CRM and also seasoned practitioners, looking to move their CRM projects on to the next stage.

Event Chair: Dan Jellinek, Editor E-Government Bulletin
09.00 - 09.30	Registration and Coffee
09.30 – 09.55	Transformational Government and CRM Danny Budzak, STEP (Service Transformation Experience Programme) Project Co-ordinator, Leeds City Council
10.00 - 10.40	Citizen Focused CRM Chris Lawer, Founder/CEO, The OMC Group
10.45 - 11.15	Developing strategies to promote a customer focused culture Andrew Bircher, Head of Community Partnerships and CRM, Elmbridge Borough Council
11.15 - 11.45	Networking & Refreshment Break
11.50 - 12.15	Haringey Borough Council: Lessons Learned from CRM Implementation Cliff Evans, Shared Services Leader, Capgemini * What you need to know before you even get started! * Working as a partnership: * Assessing the scope of the project what are the project aims and needs? * Best practice planning and management * Developing a robust communication framework - engaging the team * Ensuring your system meets the strategic objectives * Ensuring a platform for the future * The result
12.20 - 12.55	Customer Service Peer Review: How it can help and improve your customer service Siobhan Coughlan, e-Government Strategic Advisor, Services South, IdeA
13.00 - 14.00	Lunch & Networking
14.00 - 14.25	How to get more for less Mike Spanner, Head of Strategic Consultancy, Northgate * You probably have the technology, but how do you work out how to use it to the best effect. * How to produce the business case to prove it.
14.30 - 14.55	CRM enabling multi-department/inter-agency shared service delivery Ray Ward, Head of City Service, Newcastle City Council
15.00 - 15.30	Networking & Refreshment Break
15.30 - 16.20	Choice of discussion groups: A. Sharing experiences on CRM staff training initiatives Geoff Wellard, Head of Customer Services, Croydon Council B. Sharing experience on improving contact centre efficiency Cathy Eastwood, Customer Services Manager, Canterbury City Council C. The Business Case for CRM: an Interactive Workshop John Chapman , Programme Director, Touchstone Ltd
16.25 - 16.50	London Borough of Harro: A framework for complete customer service transformation Robyn Nuthall, Associate Consultant, Capita Group Plc., Director, London City Consulting Limited During late 2005, the London Borough of Harrow awarded Capita Consulting a long-term contract for the Transformation and Operation of many of the Council’s processes. In her presentation, Robyn will describe Capita’s approach for creating a framework for complete customer service transformation and will encompass: * The Business Transformation Partnership - A long term partnership arrangement * The role of the business case * The initial projects including the new customer service * Enabling IT systems * Benefits measurement
16.55	Conference Closing Remarks by Chair
This outline programme is subject to change and the Organisers reserve the right to alter the session topics, timings and speakers.