|Customer Experience Management and the Citizen|
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September 28th 2010
Customer Experience Management and the Citizen - Can a focus on citizen experience drive down costs in public service delivery?
With the emphasis on budget cuts and next month's Spending Review, the panel discussed how technology and a focus on customer insight - user experience - can cut through organisational silos, drive up service standards and deliver much needed efficiency savings.
On the ITU Live panel:
- Dr Paul Williams, Basildon & Thurrock NHS Trust and Electronic Medical Records. The Trust has embarked on a major programme to digitise patient records with the aim of creating an innovative new Electronic Medical Record system that could revolutionise patient care.
- Nigel Kelly - the Ministry of Justice's e-Working Programme integrated eForms and case management into a legacy case management system before moving the whole workflow/case management process into Adobe LiveCycle. Key to the project's success has been ensuring that the user had a positive experience every step of the way - taking users with them through a fundamental journey of change.
- Johan Salenstedt, Managing Director Nordics, Adobe, outlines how local authorities in Denmark worked together to develop shared, common solutions accessible by all such organisations as a service (Software as a Service) and how a focus on user experience was key to the success of this development.
- Helen Olsen, Managing Editor, ITU magazine and UKauthority.com
View the follow up Adobe webinar with Forrester on the panel now: What makes a great customer experience?
For more information about appearing on, or sponsoring future editions of ITU Live, contact Helen Olsen here.