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We need to become more responsive

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The big thing for us is going to be flexible ways of working, both in terms of building use and individual efficiency. I appreciate that it is not something particularly new but it is significant.


So it is going to be about making the organisation more efficient and being prepared to change the way people are working. We will, for example, be moving to six or seven desks per 10 people.

We will be ensuring we do not have to maintain or pay rent on outlying buildings when they are not needed.

There will also be opportunities to share our headquarters with other public sector organisations such as the police.

Another big area is channel migration. Over the next two to three years, there will be a lot of planning around moving our customers to new channels and in the direction of self-service.

We need to be making things easy to access and allow people to access personal information online.

We will be working hard on pushing people online and into self-service and working to develop a plan to reduce the number of people using our one-stop shop.

Our total operating model is very high on the agenda. It is about asking what the local authority is going to look like and what we are going to focus on. How, too, will we be delivering back-office services and how can we become more responsive to change?

What we need to be thinking is how we can become more responsive by changing the way we do things. Can we procure in a different way? Over the next three to five years, we shall see massive change and we need to get better by responding to that change.

Carol Cutler, director of customer services and business transformation, Harrow LBC

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LGC Transformation Summit is taking place on 7-8 November, 2013, and will again be held at Wyboston Lakes in Bedfordshire.

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