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Lewisham Council.  Listening in the way that is best for you.

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Lewisham Council.  Listening in the way that is best for you.

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PM

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Lewisham Council creating many doors to get what you need

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Lewisham Council creating many doors to get what you need

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We do not need to facilitate the opinions of everyone... under freedom of speech. We as a council can have an opinion and we can promote it, above everyone else's.

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We do not need to facilitate the opinions of everyone... under freedom of speech. We as a council can have an opinion and we can promote it, above everyone else's.

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Subjectivity is legitimate. The way we determine it is through elections. - PM

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Are we getting back to Frankie's "No Wrong Door?" JAP

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Are we getting back to Frankie's "No Wrong Door?" JAP

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If you turn up looking for a service through one route then you didnt have to go through it all again via another.

i.e. a housing issue unearths a safeguarding issue and there is seamless handover.

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There's even a good argument that we should combine that with other public service agencies (TfL, Gov't agencies). People don't have to know/care that this council runs a service.

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There's even a good argument that we should combine that with other public service agencies (TfL, Gov't agencies). People don't have to know/care that this council runs a service.

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Portable data between agencies with clear service standards/protocols

Do not focus your approach on your business point of view but on your customers view point.

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john - if we created a joined up, more geographically aware approach you should be able to get to the service solution you need.   

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john - if we created a joined up, more geographically aware approach you should be able to get to the service solution you need.   

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..by which I mean not so parochial / not-made-here in our concepts of how each individual interacts with council services

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JohnP - Social media: we should be engaging there... but the ability to filter out what is noise...   and what is anonymous; and make clear what identification is expected before you will interact.

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JohnP - Social media: we should be engaging there... but the ability to filter out what is noise...   and what is anonymous; and make clear what identification is expected before you will interact.

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broad agreement. Identification is important.

Clear policies about what we find as acceptable behaviours in the public digital realm.

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Different ways of accessing information and services. PM

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Different ways of accessing information and services. PM

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Everything should be linked up and transparent to the public Liz

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Everything should be linked up and transparent to the public Liz

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Presumption in favour of openness/transparency in what we're doing.

Honest when there is difficulties

update them through out.

Quality assurance processes within it.

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Is the ability to hear and talk to our residents in the ways and spaces they want to talk to us in.

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Is the ability to hear and talk to our residents in the ways and spaces they want to talk to us in.

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Jacq - "Answer the phone requests" wanted by residents.

SK - is social media the place where we should be answering queries?

JohnP - Social media: we should be engaging there... but the ability to filter out what is noise...

Jacq - too many platforms for us to have to check? do we need to define what channels we are looking at?

SK - Are they our residents or people outside of the borough stirring the pot? If people want to be anonymous than fine. If they want to report something then they need to identify themselves.

Liz - be focussed.

Jacq - if you didnt tweet it you wasnt there mentality

- What is the role of Bots in the delivery of services.

john - if we created a joined up, more geographically aware approach you should be able to get to the service solution you need.

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A service can be accessed in all of the ways preferred by the people who use it. [JFP]

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A service can be accessed in all of the ways preferred by the people who use it. [JFP]

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I have no idea at all what a multi channel approch is. I am here to find out. Jacq.

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I have no idea at all what a multi channel approch is. I am here to find out. Jacq.

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is multi-channel approach jargonistic!?!

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Single customer viewpoint where all channels are joined up to one point where all operators can see all (non-sensitive) things that customer is talking to us about. Phone / eMail / face to face / historic data / meta data from other services etc etc.

the ability to redirect multiple queries in a single contact

the ability to find out the "truthes" from delving down.