Training helps Newham go to the top of the class

first_imgTraining helps Newham go to the top of the classOn 6 Nov 2001 in Personnel Today Staff development has played a key role in helping the London Borough ofNewham improve the delivery of key services. Dr Ita O’Donovan, formerly assistant chief executive at Newham responsiblefor strategic HR, said the council decided it wanted to achieve best-in-classservices following the election of a new council leader. To help it do this, the council took part in a three-year Best Valueprogramme, which involved a review of all the council’s services, aimed atproviding a 10 per cent improvement in services and a 5 per cent reduction incosts. In the first year alone, 28 services were reviewed and £3m was saved. Thismoney was invested in developing staff and engaging them with the council’scommitment to drive up services. More than 100 senior managers were given training to help them improve theirbenchmarking skills and to encourage them to think more creatively. O’Donovan said that middle managers are also being trained to help themcommunicate to all staff the skills, abilities and behaviours valued by thecouncil. Front-line staff have been encouraged to achieve Institute of CustomerService awards to help improve the council’s customer interface. The council has also made a major effort to inform the public about what itis trying to achieve by organising focus groups, public attitude surveys andcommunity forums. Research has shown that the public perceives it as having made substantialimprovements across a wide range of services, including refuse collection,street cleaning, libraries, nursery education and public transport. Newham has also won the 2000 Local Government Chronicle Council of the Yearaward. “It has been the partnership between the political will to transformpublic services and council officers who are ready to deliver,” saidO’Donovan. By Ben Willmott Comments are closed. Previous Article Next Article Related posts:No related photos.last_img

first_imgTraining helps Newham go to the top of the classOn 6 Nov 2001 in Personnel Today Staff development has played a key role in helping the London Borough ofNewham improve the delivery of key services. Dr Ita O’Donovan, formerly assistant chief executive at Newham responsiblefor strategic HR, said the council decided it wanted to achieve best-in-classservices following the election of a new council leader. To help it do this, the council took part in a three-year Best Valueprogramme, which involved a review of all the council’s services, aimed atproviding a 10 per cent improvement in services and a 5 per cent reduction incosts. In the first year alone, 28 services were reviewed and £3m was saved. Thismoney was invested in developing staff and engaging them with the council’scommitment to drive up services. More than 100 senior managers were given training to help them improve theirbenchmarking skills and to encourage them to think more creatively. O’Donovan said that middle managers are also being trained to help themcommunicate to all staff the skills, abilities and behaviours valued by thecouncil. Front-line staff have been encouraged to achieve Institute of CustomerService awards to help improve the council’s customer interface. The council has also made a major effort to inform the public about what itis trying to achieve by organising focus groups, public attitude surveys andcommunity forums. Research has shown that the public perceives it as having made substantialimprovements across a wide range of services, including refuse collection,street cleaning, libraries, nursery education and public transport. Newham has also won the 2000 Local Government Chronicle Council of the Yearaward. “It has been the partnership between the political will to transformpublic services and council officers who are ready to deliver,” saidO’Donovan. By Ben Willmott Comments are closed. Previous Article Next Article Related posts:No related photos.last_img

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