Customer Insight

• Challenges and Opportunities for Local Government - LGA Customer Insight Conference (Sep 2008)
• How to plan and run a Customer Insight project – Presentation to London Customer Services Conference (2008)
• Introduction to Insight and Channel Migration - Presentation to National Benchmarking Group (2007)
• Customer Journey Mapping - Carers (Pre-reading pack for Cabinet Office / DWP Service Redesign Workshop, 2007)
• Customer segmentation at the London Borough of Hackney (2006)
• Putting the Customer First – Original LGA Customer Insight Report (2005)

Business Process Improvement

• BPI local government survey results 2007
• BPI local government survey results 2006
• Briefing Note 16 - Service Improvement Special
• RSe BPI proposition
• Case study: Lancashire County Council: BPI & Adult Social Care
• RSe BPI Lean and Systems Thinking

Service Design

• Introduction to Service Design

Capacity Building

• Briefing note 17 - Capacity Building

Technology

• The Importance of Business Continuity
• Introduction to Information Management
• Developing a Successful Online Strategy
• IT Special Briefing Note

Value for Money & Efficiency

• Introduction to smart resourcing
• Measurement of Improvement and Efficiency Tool
• Review your Value for Money
• Introduction to RSe-Sutton vfm tool
• Assess your options
• Delivering change
• Shared services - how RSe can help
• Mobile & Flexible working
• The RSe view on Shared Services
• Shared services - how to create trust
• The importance of business cases

Partnership working & Shared Services

• Shared Services proposition

Our most recent Briefing Notes

• No 22 – Redesigning performance management
• No 21 – Improvement: Lean, CAA, benchmarking and more
• No 20 – Tough Questions for Autumn
• No 19 – ICT Special
• No 18 – RSe’s Vision of Excellence

Miscellaneous

• RSe Service briefing: Improving Customer Service in the Public Sector
• RSe ICT and Social Inclusion business cases
• RSe's thinking on the White Paper
• RSe's thinking on the Lyon's Report
• The RSe view on the Varney Review